Professional Services Engineer

JOB TITLE:

Professional Services Engineer
DEPARTMENT:
Commercial (Field Service)                           
EXEMPT / NON-EXEMPT:
Exempt

SUPERVISOR'S

JOB TITLE:

Sr Director, Service Operations

LOCATION:

Atlanta GA

Position Summary
As a Professional Service Engineer, you are responsible for delivering advanced technical implementation, integration, and support for Natus Neurology systems, with a primary focus on server architecture, infrastructure design, and enterprise-level deployments. You serve as a technical expert throughout the customer lifecycle, partnering with customer IT teams to design, implement, and optimize system architecture to ensure performance, scalability, and reliability for our Neurology Product lines.
This role requires strong technical knowledge, consultative engagement, and cross-functional collaboration to support successful installations, integrations, and escalations.

Key Responsibilities
This list is not exhaustive, and other duties may be assigned.
Technical Implementation & Solution Design

Manage Neurology software implementations in customer-hosted architectures including Server architecture, MSSQL database support, remote application delivery, VDI builds, storage configurations, HL7 integrations & networking/routing.
Ensure solutions align with customer IT standards and Natus system requirements
Engage customers to understand technical requirements and translate into clear implementation plans
Partner with customer teams to ensure infrastructure readiness and secure data flows

Escalation Support & Issue Resolution

Serve as escalation point for complex technical issues, including remote and occasional onsite troubleshooting support
Communicate status, risks, and resolution progress to customers and internal stakeholders
Report product issues to Engineering via JIRA and support follow-up investigations

Documentation and Compliance

Maintain accurate CRM documentation, including project notes, time entries, and required customer records
Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.
Use only approved documentation in line with company guidelines

Continuous Learning & Contribution to Culture

Participate in product and internal training to stay current with software and hardware developments
Maintain expertise in relevant technologies and certifications
Contribute to the team's success by embracing our North Star guiding principles and behaviors, actively participating in a culture that puts our Patient first. Demonstrate exceptional teamwork, agility, accountability, and respect, cultivating an environment where collaboration and continuous improvement thrive.

Qualifications & Experience

Education and/or Experience

Bachelor's or Higher degree in a related field, from an accredited college or university is required
5 years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred

Certification in at least 2 of the following areas or equivalents: SQL Server database administration, Server Administration, Citrix Virtual Apps, VMWare Horizon, HL7 Interface administration, Isilon or Pure Storage Administration, Cloud Architecting. Other similar certificates will be considered.

Key Competencies

Strong hardware installation and software configuration skill level, with high attention to detail
Excellent written, verbal, and customer-facing communication skills
Calm, methodical approach to problem-solving and issue resolution
Ability to manage multiple priorities and adapt to changing project requirements
Customer-first mindset with a focus on professionalism and accountability
When needed able to support self-directed work style with the ability to operate independently in dynamic environments
Ability to build collaborative relationships across customers, sales, service, and IT stakeholders

Technical

Skills and Abilities

Strong understanding of Microsoft SQL Server requirements, including installation dependencies, connectivity, authentication, backup considerations, and basic database support concepts.
Strong knowledge of Microsoft…