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Service and Support Engineer – Integrated Digital Pathology

Location: Preference given for Pittsburgh, PA or Tampa, FL

Position Description:

As a Service and Support Engineer you will be part of a small and growing service team responsible for the software implementation, upgrades and daily maintenance and support of digital pathology solutions for customers across the United States.

Our solution is comprised of diagnostic digital scanners and an end to end software solution to digitize the pathology workflow in healthcare organizations – primarily in pathology labs. Customer focus is paramount as you will work closely with many kinds of healthcare professionals to provide the best possible solution.

Specific focus will be on server-based software deployment and web-based infrastructure.

Support (Incidents) Responsibilities

  • Respond to customer incidents and requests for technical assistance, mostly electronically via email and/or remote sessions
  • Systematically troubleshoot issues and collect system variables
    Track status and complete all assigned incidents and requests using a service desk application
  • Escalate and collaborate with development/technical teams, partners and vendors as needed for incident resolution
  • Contribute to a shared knowledge base to resolve common issues quickly and consistently

Service (Installations and Upgrades) Responsibilities

  • Assist customer IT resources with infrastructure sizing, deployment, and configuration
  • Successfully deploy system software components on customer provided infrastructure
  • Complete system deployment testing and completion of system acceptance criteria
  • Author project specific documentation including customer system architecture diagrams and worksheets with customer configuration information
  • Support configuration of system integrations and testing
  • Provide realistic estimates for project tasks and deliverables
  • Manage individual time and be able to prioritize workload to meet project deadlines
  • Escalate incidents to project managers and impacted team members as needed
  • Provide consistent status via daily stand-up to project managers

Experience & Knowledge

  • Experience working with healthcare systems and protected health information (PHI)
  • Experience with Integrated Digital Pathology (IDP) with APLIS, VNA, DICOM and HL7
  • Experience with Microsoft Server, MS SQL Server, Desire State Configuration, MS Service Bus and .Net
  • Experience with VMWare and Hyper-V virtualization platforms
  • Knowledgeable on networking topologies and protocols
  • Knowledgeable on digital scanners, image formats and barcode labels
  • Knowledge of the Pathology workflow

Ideal Skills:

  • Bachelor’s degree or equivalent industry qualifications
  • Ability to work on own cognition and collaboratively with the engineering team in the U.S
  • Ability to work remotely without distraction, manage individual time and be able to prioritize workload to meet SLA’s and maximize customer system up-time
  • Ideally, from a service and support background in the Healthcare Technology industry with knowledge of health data standards and regulations
  • Personable and able to engage with customers and vendors one-on-one or in a team setting

If you enjoy developing innovative solutions to solve complicated problems for highly targeted cancer care, contact us at

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