Associate Implementation Engineer

Summary

The Associate Implementation Engineer works at the intersection of technical support, software implementation, engineering, and education. In this role, you will become a go-to technical expert on how the Ascendco platform is deployed, configured, connected, and supported in fast-moving, complex, and critical healthcare environments.

Support is at the center of this role. Most of your time will be spent partnering with our Support team on Tier 2 issues — the problems that require someone to dig into how the platform actually works, investigate what’s happening, and determine how to resolve it. You’ll work closely with Software Engineering as you build deep platform expertise, helping resolve increasingly complex issues without requiring engineering involvement every time.

You’ll also support expansion implementations as existing clients add new modules, capabilities, sites, and workflows. Working alongside our Client Success Managers, Implementation Specialists, and more experienced Implementation and Interface Engineers, you’ll help hospital IT teams complete the technical work required to successfully expand their use of the Ascendco platform.

As your expertise grows, you’ll take increasing ownership of technical implementation work and support new client implementations as well. This includes system configuration, deployment, networking, printers, infrastructure requirements, troubleshooting, and coordination with client IT teams.

Along the way, you’ll create and improve technical documentation that empowers both our clients and internal teams to work effectively with the Ascendco platform.

Responsibilities

• Partner with our Support team to investigate and resolve Tier 2 and other complex technical support requests.
• Troubleshoot technical issues by understanding how the platform’s components work together and using available administrative, configuration, diagnostic, logging, and support tools to identify what is happening and determine next steps.
• Work closely with Software Engineering to develop deep expertise in the platform, resolve complex issues, and help protect engineering capacity by solving problems at the appropriate support level.
• Communicate technical findings, resolution steps, dependencies, and risks clearly 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 that help clients and internal teams resolve issues more effectively.
• Support expansion implementations as existing clients add new modules, capabilities, sites, and workflows.
• Partner with Client Success Managers and Implementation Specialists to execute the technical and IT workstreams of expansion projects, providing clear 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 required technical tasks.
• Configure and support the Ascendco platform as clients expand their use of our software.
• Shadow experienced Implementation and Interface Engineers on increasingly complex technical implementations and integration projects, building toward independent ownership of technical implementation work.
• Support new client implementations as your platform knowledge and implementation experience grow.
• Participate in QA and testing as new functionality is developed, deployed, and operationalized.
• Serve as part of the feedback loop between Support, Software Engineering, Client Success, Implementation, internal subject matter experts, and our clients as the platform continues to evolve.
• Spend approximately 25% of your time traveling to client facilities to support expansion go-lives, technical implementations, and other onsite technical needs.

Requirements

• Strong communication skills and the ability to explain technical concepts clearly 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 not only how software is used, but how it works behind the scenes.
• An investigative mindset and enjoyment of troubleshooting problems that do not always have an immediately obvious answer.
• Comfort learning and working with software configuration, administrative tools, networking concepts, logs, diagnostic tools, and technical syste