Software Support Engineer I

Brief Description : The software support engineer will act as 3rd tier support for AC&M products, by representing R&D in investigating and supporting our products in the field. It is a customer-facing role and requires professional presentation, demeanor, and communication. You will field support requests, which may require travel to customer sites to understand their operating environment and find the root causes of field issues.

Job Description :

The Acute Care & Monitoring group develops products that are designed to collect patient information from around the hospital and ensure that caregivers can make the right decisions at the right time We strive to improve patient outcomes by ensuring that when a problem emerges at the bedside, caregivers are aware of it and can respond quickly We analyze and learn from patient data to find better ways to provide quality care for patients Our products are deployed in care facilities across the globe and help to save and improve lives every day A career here is like no other We're purposeful We're committed And we're driven by our Mission to alleviate pain, restore health and extend life for millions of people worldwide

This position is primarily responsible for investigating field issues related to our products, determining root cause and potential fixes, and providing workaround procedures to customers This is a customer-facing position that requires professional communication and presentation as a representative of the company The position also requires regular travel to customer sites to assist with new product installs, upgrades, or troubleshooting of existing installs, allowing you to learn about our customer environments, products, and user needs You will act as the conduit between R&D and our customers, ensuring that R&D gets feedback on product performance and that customers get the information and support they need You will also use your software development skills to fix field issues and maintain the cloud-based demo site used for sales and training

Location : The candidate will need to be local to Lafayette, Colorado

Travel : Up to 50%

Position Responsibilities :

• Become subject matter expert on full suite of AC&M product offerings
• Engage remotely and on-site with customers to investigate and document product issues
• Collaborate with support team and services team and provide them with technical documentation as needed
• Provide support and code changes for the cloud-based demo website used for sales and training
• Thoroughly document and share field observations with R&D team
• Engage in Beta, Pilot and Limited Market Release efforts when bringing new products to the market
• Collaborate with engineers cross-functionally to develop of new product features and capabilities
• Must be available for after-hours or weekend support if emergency customer situations occur
• Provide guidance to customers on how best to configure their environment for our products
• Support efforts that ensure our products are available to be demonstrated by our Sales Team
• Examine product code to root cause issues and develop fixes
• Participate in cross-functional reviews of field issues
• Provide feedback to R&D on how to make products easier to deploy and support in the field
• Flexibility to travel to customer locations with minimal notice when needed

Requirement :

Minimum Qualifications :

Nice to Have :

Top 3 Technical Skills :

Experience with C# or similar programming language

Experience with SQL Server or similar relational databases

Experience with networking concepts

Education : Bachelor's degree in comp sci., software engineering, computer engineering or similar

Work Experience : This position is entry level, so 0-2 years of experience

Benefits : Benefits

Full-time employees (working an average of 30 hours or more) are eligible to select from different benefits packages Packages may include medical, dental, and vision benefits, a 401(k) retirement savings plan with employer match (available after 1 year of employment), commuter benefits, employee discount and referral programs, and life and supplemental income insurance Paid sick leave is provided in accordance with applicable state and local laws.

Compensation

Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience, as well as the benefits package you select.

Work Authorization

ATR International, Inc cannot sponsor work visas (H-1B, F-1 STEM OPT with I-983, or similar) Candidates must have valid U.S work authorization.

ATR International, Inc is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees.