Associate Technical Engineer

Fusion Health is seeking a curious, motivated Associate Technical Engineer to join our Support team in our Woodbridge, NJ office! We're looking for a team player who stays calm under pressure, enjoys getting to the root of a problem, and takes ownership of an issue until it's resolved.

Are you new to Application Support and eager to build your Information Technology career? This is a great opportunity to develop your skills from day one, supporting and troubleshooting our proprietary software across databases and Windows Server environments. Technical Engineers on our Support team grow in place, building expertise and advancing within the Support track.

Most healthcare software is built for the easy cases. Fusion Health builds for the rest.

We support clinicians working in movement restricted communities, where care delivery is more complex and software reliability is critical. In these environments, systems need to work consistently because there is no room for failure. This has been our focus since 2006.

That is not an accident. It is who we hire.

We are driven, self aware, and we own what we do. That is the culture. No more, no less.

If this is the kind of work you've been looking for, this is where you do the best work of your career.

• Medical, dental, and vision coverage
• 401K
• Generous PTO

• The Support team is vital to our organization's mission and growth. This role will provide assistance with a multitude of projects that will enhance the Support team's success, such as:
• Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues.
• Log, prioritize, and manage customer tickets using Service Desk software, keeping customers updated and meeting response and resolution targets; elevate to higher tier support with clear details when necessary.
• Provide desktop-level troubleshooting and server-side application support across our customers' on-prem and hosted environments.
• Research and analyze issues to ensure successful outcomes.
• Identify and apply the appropriate technical solution for each customer scenario.
• Develop a comprehensive understanding of our medical software applications.
• Produce, maintain, and update technical documentation.
• Contribute to all customer support tools and support processes.
• Participate in a team on-call rotation (approximately once every 2-3 months), providing 24/7 technical support during on-call weeks.
• Travel to customer sites is required on occasion, including correctional facilities and other secure or restricted environments. Candidates must be able to pass a background check and meet facility security requirements.

We believe in harnessing diverse talents and perspectives. If you have the following qualifications and experience, we’d love to hear from you:

• Bachelor’s degree in IT or related field (or equivalent experience)
• 0-2+ years of experience in a customer-service-oriented role
• Strong analytical and problem-solving skills
• Ability to work well with other team members
• Excellent customer service skills and ability to build relationships
• Comfortable communicating technical context clearly and patiently to non-technical audiences, whether customers or internal stakeholders
• Jira Ticketing System experience is a plus, but not required
• SQL knowledge is a plus, but not required
• A+ and Network+ certifications are a plus but not required

This is an on-site, full-time, salaried position located at our Woodbridge, NJ office location. Our normal hours of operation are Monday - Friday, between 8:00 AM and 8:00 PM, depending on shift.

This position description is not intended to be exhaustive, and other duties may be assigned as they arise.

It is…