Technical Solutions Engineer

Classification: FLSA Exempt (US Employees only)

Reports To: Director, Technical Solutions

Special Note to Candidates: Preference give to candidates currently residing in New Mexico.

Summary

As a Technical Solutions engineer, you will play a vital role in helping customers adopt our software products and achieve success. Your responsibilities will include managing software installations and migrations and providing tailored technical expertise across on-premises or cloud environments while addressing complex technical challenges, fostering seamless collaboration with internal teams, and contributing valuable insights to enhance the customer experience. This position ensures a smooth onboarding experience and long-term customer satisfaction. You will engage directly with customers while collaborating with internal teams to deliver seamless implementations. For those passionate about technology, skilled at resolving complex issues, and dedicated to ensuring customer success, this role offers an exciting opportunity to make a meaningful impact.

Duties and Responsibilities

• Handle software-related requests for assistance (problems)
• Analyze software related issues and propose solutions
• Troubleshoot software and identify root causes of software problems
• Conduct software testing, installation, and un-installations
  
• Document software support activities thoroughly, accurately, and in a timely manner
• Troubleshoots IT related issues
• Manage software and database migrations
• Advise customers on hardware and software configurations and implementation
• Develop customer relationships through professional, dependable, and accurate interactions.
• Responsible for the appropriate accessing and handling of electronic Protected Health Information (PHI) as outlined by policy and the Health Insurance Portability and Accountability Act (HIPAA)
• This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice

Minimum Qualifications

• Two (2) years of proven work experience as an IT engineer, Technical Solutions Engineer, Application Support Engineer, or similar role
• Comprehensive understanding of Microsoft tools and application environments
• Scripting knowledge (PowerShell and/or other scripting languages)
• Intermediate level of security and networking knowledge
• Experience with Linux environments, including the ability to perform basic system administration tasks such as configuring services, performing software installations and updates, and diagnosing common system and network issues.
• Strong communication, organization, problem-solving, and diagnostic skills
• At ease with showcasing solutions to various audiences, including engineers, developers, architects, IT managers, and executives.
• Ability to work independently and take ownership of projects.
• Authorization to work in the United States, or appropriate authorization to work in the applicant’s current home country (Indica Labs, Inc. does not sponsor work visas)

Preferred Qualifications

• Five (5) years of proven work experience as an IT engineer, Technical Solutions Engineer, Application Support Engineer, or similar role
• Background working with healthcare IT technologies.
• Strong understanding of enterprise architecture, including servers, storage, networking, and virtualization technologies.
• Knowledge of web application architecture and associated networking concepts
• Proven success in managing and delivering end-to-end deployment projects in both on-premises and cloud environments
• Ability to collaborate with cross-functional teams, such as software engineering, product management, and sales.
• Experience concurrently supporting multiple customer accounts and prioritizing software issues based on impact.
• Ability to solve complex software and infrastructure issues.
• Proficiency with diagnostic and monitoring tools for software performance and root cause analysis.
• Familiarity with container technologies (e.g., Docker), including building, running, and managing containers to support software deployment and troubleshooting in containerized environments.
• Experience with AWS or other cloud services
• Possession of IT certifications

Knowledge, Skills, and Abilities

• Soft skills, with a passion for providing superior customer service
  
• Intermediate skills in Information Technology (IT) and network knowledge
  
• Ability to listen to and understand information and ideas in speaking so others will understand
  
• Intermediate experience in Windows and Windows Networking
  
• Skilled in customer facing roles
• Ability to troubleshoot issues with all users at various knowledge levels

Location

This position reports to our headquarters in Albuquerque, New Mexico, USA, and is open to global applicants. Candidates currently residing within 100 miles of Albuquerque are considered for 100% in-office positions. Candidates currently residing outside of this area are considered for fully remote positions in their home state or country.

Working Conditions and Physical Effort

• No, or limited physical effort required
• No, or limited exposure to physical risk
• Work is normally performed in a typical interior/office work environment
• Typical work week is Monday – Friday; however, infrequent evening and weekend work is required in this position.

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