Technical Services Engineer

Summary

Glooko is a global digital health company focused on simplifying diabetes and glycemic management across the care continuum. The Technical Services Engineer provides technical support, software installation and configuration, deployment execution, system evaluation, documentation, CRM management, and customer liaison services while supporting healthcare technology solutions and continuous process improvement.

Responsibilities

• Provide level 1 technical support for all applications, including on-call rotation
• Install and configure software (both new and upgraded) in test and production environments via remote connections, Windows Server configuration, SQL scripting, and core software loading
• Work directly with technical teams, project managers, and clinical stakeholders at customer organizations to plan and execute new installs, upgrades, and ongoing system configurations
• Serve as a technical liaison between customers and internal teams to resolve issues efficiently
• Review and enhance existing technical processes by evaluating objectives, assessing proposed changes, and recommending improvements
• Assist in the creation and maintenance of technical documentation, including hardware/software changes and system schematics. Maintain historical records by documenting system revisions, software updates, and hardware changes
• Manage customer interactions and support tickets in CRM tracking software
• Evaluate system performance by testing compatibility and feasibility of new software (both internally developed and third-party solutions). Analyze system capacity and recommend expansions or enhancements based on workload demands
• Provide excellent customer service, ensuring trust, competency, and strong client relationships
• Assist in validation and verification of pre-release software
• Work closely with cross-functional teams to support the company’s leadership position in glycemic control and drug dosing markets
• Maintain high remote availability via email, phone, and instant messaging. Travel requirements: 25%-30% for training and on-site customer support, as needed

Skills

• Minimum Bachelor's degree in a related field or equivalent experience
• Configuration, remote connection, administration, and support
• Knowledge of network topologies and troubleshooting
• Strong proficiency in Microsoft SQL Server and Transact-SQL syntax for querying and troubleshooting
• Experience working with HL7 message specifications
• Knowledge of system backups and recovery planning
• Exceptional written and verbal communication skills
• Strong ability to analyze complex systems, recommend improvements, and utilize strong critical thinking and problem-solving abilities
• Sensitivity to the healthcare environment and regulatory considerations
• Willingness to explore new technologies and markets

Qualifications

Must Haves

• Minimum Bachelor's degree in a related field or equivalent experience
• Configuration, remote connection, administration, and support
• Knowledge of network topologies and troubleshooting
• Strong proficiency in Microsoft SQL Server and Transact-SQL syntax for querying and troubleshooting
• Experience working with HL7 message specifications
• Knowledge of system backups and recovery planning
• Exceptional written and verbal communication skills
• Strong ability to analyze complex systems, recommend improvements, and utilize strong critical thinking and problem-solving abilities
• Sensitivity to the healthcare environment and regulatory considerations
• Willingness to explore new technologies and markets

Benefits

• Remote work arrangement