Associate Implementation Engineer

About the Role

The Associate Implementation Engineer acts at the intersection of technical support, software implementation, engineering, and education. This role focuses on becoming a technical expert on the deployment, configuration, connection, and support of the Ascendco platform in complex healthcare environments. Support is a central aspect of this position, with significant time dedicated to partnering with the Support team on Tier 2 issues. You will work closely with Software Engineering to develop deep platform expertise and resolve increasingly complex issues independently. Responsibilities also include supporting expansion implementations as clients add new modules, capabilities, sites, and workflows, and working with client IT teams to complete technical tasks for platform expansion. As expertise grows, you will take ownership of technical implementation work and support new client implementations.

Key Responsibilities

• Partner with the Support team to investigate and resolve Tier 2 and other complex technical support requests.
• Troubleshoot technical issues by understanding platform component interactions and using available administrative, configuration, diagnostic, logging, and support tools.
• Collaborate with Software Engineering to gain deep platform expertise, resolve complex issues, and minimize engineering involvement.
• Communicate technical findings, resolutions, dependencies, and risks to Support, Client Success, client IT teams, and other stakeholders.
• Identify recurring problems and opportunities to improve software configuration, documentation, tooling, and internal support processes.
• Build and maintain troubleshooting guides, technical documentation, and educational resources.
• Support expansion implementations as existing clients add new modules, capabilities, sites, and workflows.
• Partner with Client Success Managers and Implementation Specialists to execute technical and IT workstreams for expansion projects, providing updates on progress, dependencies, risks, and technical requirements.
• Work directly with client IT teams to communicate infrastructure, networking, security, deployment, printer, and configuration requirements and guide them through technical tasks.
• Configure and support the Ascendco platform as clients expand their software usage.
• Shadow experienced Implementation and Interface Engineers on complex technical implementations and integration projects, building towards independent ownership.
• Support new client implementations as platform knowledge and implementation experience grow.
• Participate in QA and testing for new functionality.
• Serve as part of the feedback loop between Support, Software Engineering, Client Success, Implementation, internal subject matter experts, and clients.
• Approximately 25% travel to client facilities to support expansion go-lives, technical implementations, and onsite technical needs.

Requirements & Tech Stack

• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong attention to detail and excellent problem-solving skills.
• Demonstrated ability to investigate problems, identify next steps, and follow through to resolution.
• Technical curiosity and a desire to understand how software works behind the scenes.
• Investigative mindset and enjoyment of troubleshooting complex problems.
• Comfort learning and working with software configuration, administrative tools, networking concepts, logs, diagnostic tools, and technical systems.
• Patience and empathy.
• Ability to prioritize and manage support requests, implementation work, and competing priorities.
• Ability to adapt quickly to evolving priorities, client needs, and software functionality.
• Ability to work effectively both remotely and in shared technical workspaces.
• Passion for continuous learning and improvement.

Work Environment & Culture

• Flexible hybrid environment combining in-person collaboration and remote work.
• Approximately 25% travel to client facilities.
• Opportunity to develop deep expertise in the Ascendco platform.
• Values: ownership, collaboration, curiosity, and continuous improvement.
• Role for individuals who enjoy learning systems, solving real problems, and helping clients and teammates succeed.