Associate Application Support Engineer

Let’s talk about the team:  

The primary role of the Application Support Team is to provide technical & engineering support to clinicians, external Biomedical IT support staff & internal teams. Key deliverables include taking ownership of customer queries related to the Somnoware Platform, research solutions and promptly respond whilst maintaining the highest levels in quality of customer support. Provide post-sales support for Somnoware within hospital systems and integrations of supported diagnostic sleep software systems, investigate software errors or failures internally with engineering, upgrading the platform when required, product maintenance & testing. 
Let’s talk about the role: 

• The primary objective of the Application Support specialization within the Technical Support (CS) Job Family is to provide highly visible customer support ranging from remote off-site installation, as well as checking on customer incidents providing technical guidance and necessary diagnoses, troubleshooting, and repair/upgrade of the Somnoware application as needed. 

• Responsible for installation and approval of operational quality of Somnoware at customer sites. 

• Performs work in a specialized area of healthcare IT support that involves understanding workflow related to patient care for Clinicians/Physicians working with patients with OSA or COPD 

• Expected to perform independently and eventually become an SME on the Somnoware Platform as well as Sleep Diagnostic software systems 

• Document and maintain accurate records of client interactions and solutions provided 

• Identify opportunities for process improvements and innovative solutions for common problems 

• Create user guides/ internal documentation for customers as well as internal teams 

• Occasionally will be involved with formal training for junior staff. 

 
Let’s talk about you:  

• Preferred degrees: Associate or Bachelors degree in CIS, MIS, IT or similar technical related major. 

• Experience supporting an enterprise application with customer facing experience is highly desirable. 

• Passionate about helping people and patient care 

• Attention to detail and quality in terms of support provided 

• Previous knowledge and experience providing support to government agencies is preferred. 

• Minimum of 3-5 years prior experience in support, customer success, or training is required. 

• Proficient in complex troubleshooting, problem solving, and root cause analysis. 

• Experience with Microsoft Word, Excel, PowerPoint, Visio. Experience in Salesforce, Zendesk, JIRA is desirable. 

• Knowledge and experience with healthcare information systems. 

• Ability to coordinate and oversee critical customer issues and deliver resolutions punctually. 

• Work remotely with limited supervision. 

• Excellent interpersonal and teamwork skills.  

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: 

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.