Job Type
Full-time
Description
NO AGENCIES PLEASE
Position : Tech Support Engineer
Location: GMLx Office, Atlanta, GA
Company: Scalpel
About Scalpel:
Scalpel is a pioneering AI-driven platform that transforms surgical logistics through advanced technology.
Our mission is to enhance efficiency, reduce errors, and support medical professionals by providing realtime
insights and solutions. We are seeking a dedicated Customer Success Engineer/Technician to ensure
smooth system delivery and operational excellence. Be a part of a forward-thinking, innovative team
transforming the healthcare space through AI and technology.
Job Description:
The Tech Support Engineer will serve as the primary point of contact for technical support at a client site, playing a key role in ensuring operational stability and swift resolution of technical issues. This role is critical for maintaining high customer satisfaction and deploying Scalpel's solutions successfully through hands-on troubleshooting, problem-solving, and close collaboration with various teams.
Day-to-Day Responsibilities This onsite role is based at a client site in Atlanta and requires five days a week of onsite presence. Travel may occasionally be necessary to other client locations across the U.S. The role also involves consistent communication and alignment with Scalpel's UK headquarters to maintain seamless support and solution integration.
Requirements
Key Responsibilities
- Provide onsite technical support, promptly diagnosing and resolving real-time issues.
- Test, install, and verify new software, applying bug fixes and gathering insights to inform future improvements.
- Collaborate with the customer success team to address customer needs, facilitating effective deployment and use of Scalpel's solutions.
- Communicate customer feedback and insights to the development team to drive continuous product improvement.
- Develop and maintain detailed documentation for troubleshooting, user guidance, and self-service resources.
- Conduct training sessions or briefings as needed to familiarize customers with new features or solutions
Essential Qualifications
- Proficiency in Linux environments, including experience with command-line interfaces (CLI) for efficient troubleshooting.
- Solid understanding of networking fundamentals (TCP/IP, DNS, VPN, and firewall configurations).
- Experience with remote troubleshooting tools (e.g., RDP, SSH, or VNC).
- Familiarity with database systems, particularly SQL, for data retrieval and troubleshooting.
- Basic scripting skills (Python, PowerShell, or Bash) to automate processes and troubleshoot effectively.
Desirable Qualifications
- Experience with ITSM tools (e.g., Jira) for managing support tickets and workflows.
- Advanced proficiency in Python for scripting, automation, and data handling.
- Familiarity with JavaScript and Vue.js frameworks, enabling effective troubleshooting and minor front-end customizations.
- Knowledge of virtual machines and cloud computing technologies (e.g., AWS) with relevant troubleshooting skills.
The ideal candidate should adopt a customer-first approach, possess a proactive mindset, and be adaptable in resolving technical challenges under pressure. Excellent communication skills are essential to represent Scalpel's values and maintain quality service at the client site.
Desired Traits
- Strong analytical and problem-solving skills with close attention to detail.
- Ability to thrive in a fast-paced environment, managing multiple tasks with high momentum.
- Clear and honest communicator who can explain complex technical information to non-technical users.
- Innovative, solution-oriented thinker who embraces challenges.
- Passionate about enhancing user satisfaction and optimizing user experience.
NO AGENCIES PLEASE