Resmed · 4 hours ago
Associate Application Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expResmed is a company focused on improving healthcare, and they are seeking an Associate Application Support Engineer to provide technical support for the Somnoware Platform. The role involves customer interaction, troubleshooting, and ensuring operational quality of the application at customer sites.
Health CareHealth DiagnosticsMedicalMedical Device
Responsibilities
Provide technical & engineering support to clinicians, external Biomedical IT support staff & internal teams
Take ownership of customer queries related to the Somnoware Platform, research solutions and promptly respond whilst maintaining the highest levels in quality of customer support
Provide post-sales support for Somnoware within hospital systems and integrations of supported diagnostic sleep software systems
Investigate software errors or failures internally with engineering, upgrading the platform when required, product maintenance & testing
Provide highly visible customer support ranging from remote off-site installation, as well as checking on customer incidents providing technical guidance and necessary diagnoses, troubleshooting, and repair/upgrade of the Somnoware application as needed
Responsible for installation and approval of operational quality of Somnoware at customer sites
Perform work in a specialized area of healthcare IT support that involves understanding workflow related to patient care for Clinicians/Physicians working with patients with OSA or COPD
Perform independently and eventually become an SME on the Somnoware Platform as well as Sleep Diagnostic software systems
Document and maintain accurate records of client interactions and solutions provided
Identify opportunities for process improvements and innovative solutions for common problems
Create user guides/ internal documentation for customers as well as internal teams
Occasionally will be involved with formal training for junior staff
Qualification
Required
Minimum of 3-5 years prior experience in support, customer success, or training is required
Proficient in complex troubleshooting, problem solving, and root cause analysis
Experience with Microsoft Word, Excel, PowerPoint, Visio
Knowledge and experience with healthcare information systems
Ability to coordinate and oversee critical customer issues and deliver resolutions punctually
Work remotely with limited supervision
Excellent interpersonal and teamwork skills
Preferred
Preferred degrees: Associate or Bachelors degree in CIS, MIS, IT or similar technical related major
Experience supporting an enterprise application with customer facing experience is highly desirable
Passionate about helping people and patient care
Attention to detail and quality in terms of support provided
Previous knowledge and experience providing support to government agencies is preferred
Experience in Salesforce, Zendesk, JIRA is desirable
Benefits
Comprehensive medical
Vision
Dental
Life
AD&D
Short-term and long-term disability insurance
Sleep care management
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Commuter benefits
401(k)
Employee Stock Purchase Plan (ESPP)
Employee Assistance Program (EAP)
Tuition assistance
Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment
Receive 11 paid holidays plus 3 floating days
Are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
Company
Resmed
ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.
5001-10000 employees
H1B Sponsorship
Resmed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (16)
2023 (10)
2022 (21)
2021 (16)
2020 (16)
Funding
Current Stage
Late StageLeadership Team
Michael "Mick" Farrell
Chief Executive Officer
Sanjay Kumar
Chief Technology Officer - ResMed SaaS
Recent News
2024-04-28
Company data provided by crunchbase