<p>About the Opportunity</p> <p>We have an immediate opening for a skilled and motivated Sustaining Engineering Support Engineer to join our team. The ideal candidate will be responsible for troubleshooting technical issues, developing tools to aid in issue resolution, trending and reporting areas product fragility and opportunities for enhancement, and collaborating with cross-functional teams to assist in bug identification and fixes.</p> <p>This role requires a strong technical background, excellent problem-solving and communication skills, and the ability to provide top-tier customer service. You will work closely with our customers and internal teams to ensure the smooth operation of our products and deliver exceptional support in a fast-paced, high-impact healthcare environment.</p> <p>TTC: $82,500 - $99,000*</p> <ul> <li>Total Target Compensation (TTC): Total Cash Compensation (including base pay, variable pay, </li></ul> <p>commission, bonuses, etc.). We hire employees anywhere within the United States and account</p> <p>for geography when determining base salary.</p> <p>Responsibilities</p> <p>You will be troubleshooting complex problems, creating diagnostic tools to streamline the support process, and collaborating with software development teams to assist in bug fixes. Your goal is to ensure timely resolution of issues while providing a positive customer experience. This role will interact with our internal Core Lab team, Engineering, IT, Product Management, Customer Support, Implementation and more. On any given day you could be:</p> <ul> <li>Serve as the first point of contact for internal stakeholders to resolve technical issues related to Cleerly products </li><li>Analyze system logs, software configurations and monitoring tools, and imaging data to diagnose problems </li><li>Identify, replicate, and document software bugs or malfunctions in collaboration with internal teams </li><li>Provide prompt and effective assistance via phone, email, and remote access tools to our internal teams and occasionally external customers </li><li>Deliver clear, step-by-step instructions for resolving issues and educating internal users and customers on proper system use </li><li>Ensure user satisfaction by resolving issues in a timely manner and escalating critical issues when necessary </li><li>Develop and maintain internal tools and scripts to automate troubleshooting processes and improve overall efficiency </li><li>Document common issues and solutions to contribute to the internal knowledge base </li><li>Work closely with software engineers, product development teams, and quality assurance teams to assist in bug fixes and software updates </li><li>Provide detailed bug reports and insights gathered from customer interactions to aid in product improvement </li><li>Track, trend, and report potential areas of product fragility or opportunities for product enhancements based on support requests and issues reported </li><li>Create and update support documentation, user guides, and FAQs </li></ul> <p>Requirements</p> <ul> <li>Bachelor's degree in Computer Science, Engineering, Biomedical Engineering, or a related field </li><li>Proficiency in troubleshooting software issues, preferably in the medical imaging field </li><li>Experience with imaging modalities (CT) and related software systems is highly desirable </li><li>Familiarity with programming/scripting languages (Python, JavaScript, etc.) to develop troubleshooting tools </li><li>Basic understanding of medical data formats (e.g., DICOM) is a plus. </li><li>Excellent communication skills, both written and verbal </li><li>Strong customer service orientation with the ability to manage and de-escalate high-pressure situations </li><li>Strong problem-solving skills with the ability to think critically and troubleshoot complex issues effectively </li><li>Previous experience in a technical support role desired, preferably in a healthcare or medical technology environment </li></ul>