The Software Technical Support Representative level 3 role is vital in ensuring the reliability, performance, and compliance of software used in clinical diagnostics and patient care. This position actively supports software and hardware systems across North America, specifically focusing on the software suites for the Transplant business. Expertise in IT support, networking, software implementation, server management (both Linux and Windows) is required, alongside customer-facing technical support experience in a regulated medical device environment.

Key Accountabilities

• Manage and address customer inquiries and complaints with the utmost care and attention. Deliver the highest level of service and support to our valued customers by providing prompt, efficient, and detailed responses to ensure their satisfaction and loyalty.
• Create and maintain detailed documentation of customer cases in the complaint management system, ensuring that processes, policies, and practices are applied consistently and effectively.
• Diagnose and resolve software and system integration problems, including performance issues, networking, device interfaces, bugs, integration failures, and data management.
• Provide expert-level support for proprietary medical device software, troubleshooting complex software issues and ensuring timely and effective resolution of cases escalated from Level 1 and Level 2 support teams.
• Support software deployment, patch management, and configuration in clinical environments.
• Lead collaborative efforts with Software Development and QA teams to identify root causes and implement long-term solutions.
• Interface with customers, partners, and internal stakeholders to communicate issue status and resolution plans, including recommending options to resolve issues with technology solutions.
• Provide technical training and mentorship to internal teams and distributor support teams.
• Assist with software test scripts execution for software development projects.
• Ensure adherence to applicable SOPs, ISO, FDA, and other Quality Systems Regulations, as well as company policies.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

Global Support Engineer, R&D, Learning and Development, Commercial and Scientific Affairs, Marketing, and Sales.

Minimum Knowledge & Experience required for the position:

Education:

• Bachelor’s degree in Computer Science, Biomedical Engineering, Information Technology, or a related field.

Certification:

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Windows Server or Azure Fundamentals

Experience:

• 5+ years of hands-on experience in IT support, help desk, or technical troubleshooting in a Level 3 or senior support role within the medical device or healthcare technology industry.
• Strong knowledge of Windows and Linux operating system environments, networking, and system security.
• Proficiency in SQL Database Management, scripting and coding (e.g., C#, Python, SQL scripting, Bash).
• Knowledge of networking fundamentals, IP addressing, and cybersecurity best practices.
• Familiarity with medical software systems and regulatory compliance (e.g., HIPAA, FDA) is a plus.

Skills & Capabilities:

• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
• Customer-focused mindset with a strong commitment to service excellence.
• Ability to quickly diagnose and resolve hardware and software problems.
• Strong attention to detail and documentation practices.
• Excellent time management skills and ability to manage competing priorities with minimal supervision.
• Highly collaborative; ability to work cross-functionally with multi-disciplined teams and diverse groups of people.

Travel Requirements:

Ability to travel up to 30% domestically.

Individual Contributor Core Competencies:

Managing Work Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results. 

Decision Making Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

Work The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate. Must be able to detect, identify and inspect scientific data. The employee will be required to stand and/or walk up to 8 hours per day and/or sit for up to 8 hours per day. Must be able to use hands to feel objects, including keyboard, telephone and pipettes or other lab equipment. May need to reach with hands and arms, climb stairs, balance, stoop, kneel or crouch. Will be required to talk and hear and have specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. May occasionally have to lift and/or move up to 25 pounds. The noise level in the work environment will vary but is usually moderate. This position is very active and requires varying levels of mobility.