Technical Support Engineer - Tier 3

Caregility (caregility.com) is dedicated to delivering care to wherever the patient is located through the use of the Caregility Virtual Care Platform. Designated as the #1 2021 and 2022 Best in KLAS Virtual Care Platform (Non-EMR), our core telehealth offering is a purpose-built ecosystem for the entire healthcare continuum. The Caregility Virtual Care Platform provides secure, reliable two-way audio and video communication designed for any device and clinical workflow, in both inpatient and outpatient settings.

Caregility is seeking a Full-Time Tier 3 Technical Support Engineer. Our ideal candidate will need to be located on the West Coast/ Northern California area. The Support Engineer - this roles primary responsibility is to provide a high level of Technical Support service focused on a major customer. This position provides connectivity, hardware and software through both on-site visits and remote work, by creating customer incident tickets in ServiceNow, identifying problems and troubleshooting issues adhering to internal and customer SLAs.

This position reports to the VP of Global Services & Customer Success.

Roles & Responsibilities

This position will trouble shoot technical issues with Caregility cart and wall systems, user issues with applications and other customer issues. This position is intended to be on premise at one of the northern California Kaiser hospitals and be able to travel to other Kaiser hospitals in California as needed. This position will work closely with the the help desk manager, the program manager and the Sales account manager (SAM). This position requires regular planning and team work in order to support customer issues. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. As an Sr. Support Engineer, this position will conduct Network Path Assessment and take part in WiFi analysis to help identify any connectivity issues.

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  Answer technical and logistical questions pertaining to APS carts, wall system, and Caregility telehealth applications
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  Escalations from Tier 1 & 2
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  Tech support on infrastructure issues
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  Maintain records of technical support requests and customer requests through Service Now ticketing system
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  Communicate with end users to assist with diagnosing and repairing audio and video issues across their Kaiser network
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  Respond with a sense of urgency when receiving customer correspondence
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  Ensures all assigned trouble tickets are resolved to customer satisfaction. Trouble shooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and repairing APS endpoint hardware
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  Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents.
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  Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets
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  Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner
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  Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary
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  Responsible for working with internal and external resources to dispatch hardware to customer location as necessary
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  Responsible for upgrading or downgrading software to ensure better functionality and increased customer satisfaction
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  Other duties as assigned
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  Communication
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  Cognition
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  Personal Effectiveness
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  Interaction with Others
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  Adaptability & Flexibility
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  Analysis & Reasoning
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  Attention to Detail
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  Creative & Innovative Thinking
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  Customer Focus

Skills & Abilities

This position will provide real time trouble shooting support where needed to identify issues. Strong written and verbal communications are essential. Also the ability research, analyze and compile complex video issues for escalation and attention. This position should have knowledge of Audio/Visual technologies and their functionality to effectively service customers. This position should have strong customer service skills , and healthcare experience is plus. Should be able to diffuse and control escalated situations effectively to service the customer. Must have technical knowledge of audio and video technologies.

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  Working knowledge of Linux Ubuntu 18.04 to latest, MS Windows 10 and latest
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  Linux/Window Administration (CLI Level) experience, be able to debug, view syslog, and understand basic shell scripting
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  PC workstation -be able to build/simulate business workstation environment
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  Understand A/V components
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  Understanding of multiple video conference platform (Pexip, Zoom, Webex, MS Teams)
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  Familiar with video endpoints (Caregility APS, Cisco WebEx endpoints
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  Familiar with Caregility Platform
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  Familiar with WebRT
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  Understand Audio/Video call feature
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  Understand DNS/DHCP
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  Basic networking (LAN/WAN/Wireless)
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  Someone who is dedicated, commitment, and willing taking on any task
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  Someone who is a team player and easily adapt to culture and environment
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  Experience with Service Now ticketing system a plus
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  High levels of Professionalism and Integrity
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  Exceptional customer service skills
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  Exceptional written, verbal and interpersonal skills.
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  Excellent problem solving skills
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  Maintain a professional attitude and appearance at all times
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  Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.

Education & Qualifications

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  7 + years’ experience in a customer support role, on-site customer support experience preferred
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  BS degree preferred or technical certification

Additional Requirements

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  May require occasional lifting (up to 25 lbs)
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  Requires extensive sitting, standing and walking
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  Domestic travel requiring multi-night stays within and at times outside the local work area
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  Valid passport; International travel required
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  Valid U.S. driver’s license
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  Must be a Citizen or authorized to work in the US
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  Must be willing to complete background checks and drug tests as required by current or future contracts
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  Must be willing to meet customer vaccination requirements

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.