Onsite Software Engineer

About the role

We are seeking a skilled Onsite Software Engineer to provide expert assistance to customers using our proprietary software platform that supports Newborn Screening laboratory located in Austin, Texas Department of State Health Services. In this role, you will leverage your strong technical problem-solving abilities and exceptional customer service skills to ensure our clients receive timely and effective support. You will be responsible for diagnosing and resolving software issues reported by customer. This will involve conducting thorough investigations of customer complaints, implementing appropriate escalation procedures when complex problems require additional expertise, and maintaining comprehensive documentation of all support interactions and resolutions.

Working conditions

The position will be onsite 5 days a week in Austin, Texas. This position requires travel to Ohio as needed for onboarding and recurring training purposes. General office atmosphere and laboratory environment workspace. Customer laboratories will include biological sample material. Please Note: This is a customer-funded position. Continued employment is contingent upon the availability of customer funding.

Key responsibilities

• Support software applications to provide proper case handling according to the Quality Management System
• Create appropriate documentation for all work performed
• Independently troubleshoot, resolve, validate, and document technical issues
• Accurately classify and complete support cases
• Complete all tasks for complaint handling according to the Quality Management System
• Understand the interaction between software applications in the same product family
• Seek assistance when making changes that may affect downstream processes or considered high risk
• Independently conduct training sessions with team members and customers for software packages supported by the team
• Adapt quickly to the changing needs of our business and environment
• Take responsibility for work assigned and completed
• Accept and take action from constructive criticism
• Collaborate with team while performing as primary technical resource for support and complaint investigation activities
• Analyze and understand detailed requirements and thoroughly review completed work to ensure accuracy
• Ensure the complete satisfaction of the customers

Basic qualifications

• Technical Associate degree or commensurate experience
• Minimum of 2 years of configuring software
• Technical experience with writing and executing SQL statements

Preferred qualifications

• Customer support experience using a case management system and troubleshooting technical issues
• Experience delivering what's promised on time, proactively provide status reports, and have the capability to independently manage tasks and projects from inception through completion with minimal supervisory guidance
• The ability to work independently as well as in a team environment

Pay

The base salary range for this full-time position is $86,000.00 - $100,000.00. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan