Technical Support Engineer

Avail Medsystems is a pioneering medical technology company that is reinventing how medical procedures are supported by industry and clinicians. We are committed to delivering HIPAA compliant real-time video conferencing solutions that improve the quality, and lower the cost, of procedural care delivery.

We are looking for a passionate Technical Support Engineer to help us realize the mission of improving medical outcomes all while reducing cost for hospitals; these are critical problems to solve as we move forward in the transformation of health care.

We are data driven and milestone oriented. We are looking for self-starters, and good team players. Join us in our journey in improving healthcare.

The Work You'll do to Help Build Our Innovative Product:

  • Resolution of Service Request Tickets to satisfactorily close out technical support concerns via phone, email or on-site; including detailed documentation of all customer issues.
  • On-site and remote consultancy and assistance for recommendations regarding software upgrade planning, technology and product migrations or assisting with multi-product solution upgrades.
  • Maintain backup configurations of all Avail Medsystems products in the customer network. Utilize virtualized lab for troubleshooting and software-verification testing.
  • This role requires onsite visits for on-boarding new clients for several tasks including:
    • Understanding the customer’s deployment and environment and documenting this information.
    • Explaining for customers how to obtain needed logs for each product.
    • Setting up and testing remote access between Avail Products and the customer.
  • Work in conjunction with our Field Sales Team to meet or exceed our customer service goals.
  • Develop subject matter expert level skills on the full range of Avail Medsystems features.
  • Gather problem descriptions, log files, and configuration data related to a specific issue facing the customer; analyze this data to seek root cause of these issues and engage escalation support as needed to drive resolution. 
  • Ability to work independently and successfully while addressing multiple customer issues simultaneously.
  • Maintain expert level technical knowledge on Avail Medsystems solution and the environments in which is it deployed. This requires the ability to learn via formal training, self-driven initiatives and on the job experience.
  • 10 to 15 percent of your time requires travel to either customer sites.

 

 The Qualifications and Experience You Will Bring to our Team:

  • Bachelor’s degree in technical or computer science field or equivalent experience.
  • Excellent written and verbal communication skills.
  • Excellent customer service skills.
  • Strong problem-solving skills with logical approach to problem determination.  Must have the ability to effectively communicate recommended resolutions.
  • Ability to be self-motivated, pro-active and work in a small team.
  • 5+ years of experience working in a networking-focused technology field, preferably related to customer support.
  • Strong understanding of the fundamental operations of a modern IP based network supporting Video Conferencing (TCP/IP, UDP, routing, switching, and firewalls)
  • Experience with iOS and macOS
  • Familiarity with MPEG-DASH, HLS, Smooth Streaming, etc.
  • Familiarity with H.264 Codec, HEVC, AAC, etc.

 

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