Technical Services Engineer

About the role

As a Technical Services Engineer, you will play a key role within our Business Operations team by powering the technology that connects healthcare providers and patients. This position combines technical support, deployment process improvements, and technical design expertise for both internal teams and external partners. The Technical Services Engineer focuses on optimizing our healthcare technology solutions through strong technical knowledge and hands-on problem solving. To thrive in this role, you are a detail-oriented professional with a structured mindset and a passion for continuous improvement. Together with the team, these efforts ensure seamless deployments that directly support Glooko's mission to improve diabetes care globally.

Responsibilities

• Level 1 Technical Support: Provide level 1 technical support for all applications, including on-call rotation.
• Software Installation & Configuration: Install and configure software (both new and upgraded) in test and production environments via remote connections, Windows Server configuration, SQL scripting, and core software loading.
• Customer & Project Execution: Work directly with technical teams, project managers, and clinical stakeholders at customer organizations to plan and execute new installs, upgrades, and ongoing system configurations.
• Technical Liaison: Serve as a technical liaison between customers and internal teams to resolve issues efficiently.
• Process Enhancement: Review and enhance existing technical processes by evaluating objectives, assessing proposed changes, and recommending improvements.
• Documentation: Assist in the creation and maintenance of technical documentation, including hardware/software changes and system schematics. Maintain historical records by documenting system revisions, software updates, and hardware changes.
• CRM Management: Manage customer interactions and support tickets in CRM tracking software.
• System Evaluation & Capacity Analysis: Evaluate system performance by testing compatibility and feasibility of new software (both internally developed and third-party solutions). Analyze system capacity and recommend expansions or enhancements based on workload demands.
• Customer Service: Provide excellent customer service, ensuring trust, competency, and strong client relationships.
• Validation & Software Testing: Assist in validation and verification of pre-release software.
• Cross-functional Collaboration: Work closely with cross-functional teams to support the company’s leadership position in glycemic control and drug dosing markets.
• Remote Work & Travel Expectations: Maintain high remote availability via email, phone, and instant messaging. Travel requirements: 25%-30% for training and on-site customer support, as needed.