Application & Support Engineer - US & Canada

Application, Support & Training Specialist

As an Application, Support & Training Specialist, you will serve as the primary technical, clinical, and educational reference for Sim&Cure's clients and field teams across the US market. You will manage software deployment, technical troubleshooting (Level
2), and customer education programs to ensure the optimal, safe, and long-term adoption of Sim&Cure solutions within US hospitals. In this hybrid role, you will balance deep IT expertise with strong pedagogical skills to drive client satisfaction, empower clinical users, and support North American business growth.

• Plan, coordinate, and execute the installation and updates of Sim&Cure software solutions (Sim&Size) at US clinical sites.
• Partner with hospital departments, including IT Security, Biomedical engineering, and Clinical engineering.
• Verify and validate technical prerequisites (workstations, networks, HIPAA-compliant cloud/server architectures).
• Ensure compliant, documented, and secure system go-lives across the US territory.

• Act as the main point of contact for US clients (hospitals, clinics) and internal field resources (Level 2 support).
• Diagnose and resolve complex technical and application incidents via remote tools or, when necessary, on-site interventions.
• Identify workarounds and document root causes to ensure high system availability and minimize clinical/surgical downtime.
• Maintain clear, structured, and reassuring communication with US medical staff during critical incidents.

• Deliver high-quality training sessions (both remote and on-site) for clinical users, physicians, and partners to ensure autonomous and safe use of Sim&Size.
• Train internal US teams (including Territory Managers and new hires) on product updates, technical workflows, and best practices.
• Design, update, and maintain educational materials, including user manuals, quick-start guides, video tutorials, and training modules.
• Monitor training effectiveness and continuously optimize educational programs based on US user feedback.

• Collaborate closely with US Territory Managers to align technical interventions and training sessions with sales priorities.
• Assist in planning and tracking field activities and software upgrades across the North American region.
• Act as a technical and clinical ambassador during product demonstrations, workshops, and major US conferences (e.g., RSNA).

• Centralize and analyze US field feedback to identify product improvements and user training needs.
• Manage the internal Product Complaint process in strict compliance with medical device regulations (FDA guidelines and ISO 13485).
• Act as the interface between US clients and HQ internal teams (Quality, Regulatory, R&D in France) to ensure rigorous incident tracking.

• Degree:
  Bachelor's or Master's degree in Biomedical Engineering, Computer Science, or a related technical field.
• Experience:
  Minimum 2 years of experience in application support, technical troubleshooting, or clinical training in the US healthcare sector, ideally in:
  • B2B medical software or medical imaging environments (DICOM / PACS / RIS).
  • Regulated medical devices (FDA-regulated environments).
• Experience delivering presentations, training, or coaching to US clinical audiences (surgeons, radiologists) is highly valued.

• Strong understanding of hospital IT environments, network configurations, and cybersecurity standards (HIPAA, SOC2).
• Ability to translate complex technical concepts into simple, pedagogical instructions.

• Pedagogical mindset:
  Strong communication skills and natural ability to teach and empower others.
• Problem-solving drive:
  Structured, analytical, and solution-oriented approach.
• Customer-centric:
  Empathy, patience, and ability to handle high-pressure clinical environments.

• Languages:
  Fluent in English (mandatory). Knowledge of French (to facilitate communication with HQ in Montpellier) or Spanish is a plus.
• Mobility:
  Willingness to travel regularly across the US (up to 40%).