Associate Healthcare IT Implementation Engineer

Careers Associate Implementation Engineer – Chicago

* The recruiting process for every candidate and position includes at least one video zoom or in person meeting with an Ascender. We do not use Signal Messenger.

The Associate Implementation Engineer works at the intersection of technical support, software implementation, engineering, and education. In this role, you will become a go-to technical expert on how the Ascendco platform is deployed, configured, connected, and supported in fast-moving, complex, and critical healthcare environments.

A major focus of this role is Tier 2 technical support. You’ll partner closely with our Support and Software Engineering teams to investigate issues that require deeper technical knowledge, determine what is happening across the platform, and resolve problems whenever possible before they require Software Engineering involvement.

You’ll also support expansion implementations for existing clients as they adopt new Ascendco modules, capabilities, sites, and technical workflows. Working alongside Client Success Managers, Implementation Specialists, and more experienced Implementation and Interface Engineers, you’ll help hospital IT teams complete the technical work needed to successfully expand their use of the Ascendco platform. As your expertise grows, you’ll take increasing ownership of complex technical support issues and technical implementation work while continuing to build the documentation, tools, and knowledge that help both our clients and internal teams operate more effectively.

Tier 2 Technical Support

• • Partner with our Support team to investigate and resolve Tier 2 and other complex
    technical support requests.
  • Troubleshoot issues by understanding how the platform’s components work together and
    using administrative, configuration, diagnostic, logging, and support tools to identify root
    causes and determine next steps.
  • Resolve technical issues directly when possible and provide Software Engineering with
    clear, well-documented findings when engineering involvement is required.
  • Help protect Software Engineering capacity by developing the technical expertise
    needed to resolve an increasing range of issues without escalation.
  • Identify recurring problems, support patterns, and opportunities to improve software
    configuration, documentation, tooling, or internal processes.
  • Communicate technical findings and resolution steps clearly to Support, Client Success,
    client IT teams, and other stakeholders.
  • Build and maintain troubleshooting guides, technical documentation, and educational
    resources that enable others to solve common issues more effectively.
  • Serve as part of the feedback loop between Support, Software Engineering, Client
    Success, Implementation, internal subject matter experts, and our clients as the platform
    continues to evolve.

Expansion Implementation

• • Support the technical implementation of new modules, capabilities, sites, and workflows
    for existing Ascendco clients.
  • Partner with Client Success Managers and Implementation Specialists to execute the
    technical and IT work streams of expansion projects.
  • Work directly with client IT teams to communicate infrastructure, networking, security,
    deployment, printer, and configuration requirements and guide them through required
    technical tasks.
  • Configure and support Ascendco software as clients expand their use of the platform.
  • Provide clear updates on technical progress, dependencies, risks, and outstanding client
    IT requirements.
  • Shadow experienced Implementation and Interface Engineers on increasingly complex
    technical implementations and integration projects, building toward independent
    ownership of technical implementation work.
  • Support go-lives and the operationalization of new modules and…