Associate Application Support Engineer

📋 Description

• • As an Associate Application Support Engineer at ResMed, you will be a critical member of the Application Support Team, dedicated to providing exceptional technical and engineering support to a diverse range of stakeholders, including clinicians, external Biomedical IT support staff, and internal teams.
• • Your primary responsibility will be to take full ownership of customer inquiries and issues related to the Somnoware Platform, a sophisticated healthcare IT solution.
• • This ownership extends to thoroughly researching solutions, diagnosing complex technical problems, and delivering prompt, high-quality responses that maintain the highest standards of customer satisfaction.
• • You will be instrumental in providing essential post-sales support for the Somnoware platform within hospital systems, ensuring seamless integration with supported diagnostic sleep software systems.
• • A key aspect of your role will involve investigating software errors or failures, collaborating closely with the internal engineering teams to identify root causes and implement effective resolutions.
• • You will also play a part in the platform's lifecycle by assisting with upgrades and contributing to product maintenance and testing efforts, ensuring the Somnoware platform remains robust and up-to-date.
• • The Application Support specialization within the Technical Support (CS) Job Family is designed for individuals who excel in providing highly visible customer support, encompassing remote off-site installations and proactive engagement with customer incidents.
• • You will be responsible for delivering technical guidance, performing necessary diagnoses, and executing troubleshooting, repair, or upgrade procedures for the Somnoware application as required.
• • A significant part of your role involves ensuring the operational quality and successful installation of Somnoware at customer sites, acting as a trusted technical advisor.
• • You will operate within a specialized area of healthcare IT support, requiring a deep understanding of clinical workflows related to patient care, particularly for clinicians and physicians managing patients with Obstructive Sleep Apnea (OSA) or Chronic Obstructive Pulmonary Disease (COPD).
• • This position offers a unique opportunity for professional growth, with the expectation that you will perform independently and eventually develop into a Subject Matter Expert (SME) on the Somnoware Platform and related sleep diagnostic software systems.
• • Meticulous documentation and maintenance of accurate records of client interactions, including detailed notes on solutions provided, are essential to this role, contributing to a knowledge base for continuous improvement.
• • You will be encouraged to identify opportunities for process enhancements and to propose innovative solutions for recurring or common problems, driving efficiency and effectiveness within the support team.
• • The creation of user guides and internal documentation for both customers and internal teams will be a valuable contribution, empowering users and colleagues with clear, concise information.
• • In addition to your core responsibilities, you may occasionally be involved in formal training sessions for junior staff, sharing your expertise and contributing to the development of the support team.
• • This role demands a proactive approach to problem-solving, a commitment to quality, and a passion for supporting healthcare professionals and improving patient care through technology.
• • You will work remotely, requiring self-discipline and the ability to manage your workload effectively with limited direct supervision.
• • Collaboration and strong interpersonal skills are vital, as you will work closely with cross-functional teams to ensure customer success and product excellence.
• • Your contributions will directly impact the usability and effectiveness of ResMed's innovative solutions in the healthcare sector, making a tangible difference in the lives of patients and the efficiency of healthcare providers.