Associate Implementation Engineer

About the Role

The Associate Implementation Engineer works at the intersection of technical support, software implementation, engineering, and education. This role requires becoming a technical expert on the Ascendco platform's deployment, configuration, connection, and support within complex healthcare environments. Support is central to this role, with a significant focus on partnering with the Support team to resolve Tier 2 issues that require deep investigation into platform functionality. The role involves close collaboration with Software Engineering to build expertise and resolve complex issues independently.

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 utilizing administrative, configuration, diagnostic, logging, and support tools.
• Collaborate with Software Engineering to develop deep platform expertise, resolve complex issues, and solve problems at the appropriate support level.
• Communicate technical findings, resolutions, dependencies, and risks clearly to Support, Client Success, client IT teams, and other stakeholders.
• Identify recurring problems and opportunities for improvement in software configuration, documentation, tooling, and internal support processes.
• Build and maintain troubleshooting guides, technical documentation, and educational resources.
• Support expansion implementations for existing clients adding new modules, capabilities, sites, and workflows.
• Partner with Client Success Managers and Implementation Specialists to execute technical and IT workstreams of 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 a feedback loop between Support, Software Engineering, Client Success, Implementation, internal subject matter experts, and clients.
• Travel approximately 25% of the time to client facilities for expansion go-lives, technical implementations, and onsite technical needs.

Requirements & Tech Stack

• Strong communication skills and the ability to explain technical concepts to both technical and non-technical audiences.
• Strong attention to detail and excellent problem-solving skills, with a demonstrated ability to investigate problems, identify next steps, and follow through to resolution.
• Technical curiosity and excitement about understanding software functionality.
• An investigative mindset and enjoyment of troubleshooting.
• 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 as priorities, client needs, and software functionality evolve.
• 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 with 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 how systems work, solving real problems, and helping clients and teammates succeed.
• Increasing responsibility and ownership opportunities as technical expertise grows, including complex Tier 2 issues, expansion implementation work, client IT relationships, and technical challenges.