Position Title: Forward Deployed Engineer
Reporting to: SVP Operations
Location: Remote
About the company
Inspiren, an award-winning nurse-led technology company, introduces the world's first cognitive patient care assistant, known as AUGi. AUGi serves as the gateway to all IoT connectivity and the creation of a true AI ecosystem, through the creation of a revolutionary computer vision and hybrid sensing platform. At the bedside, AUGi intelligently analyzes interactions between providers and patients, room environmental factors, and medical equipment. AUGi provides unparalleled insights to care and safety, while revolutionizing patient care. The company is dedicated to innovating on its leading-edge technology products to continuously improve care in hospital and elderly care markets.
About the role
We are seeking a highly skilled Forward Deployed Engineer to join our dynamic team. In this role, you will work directly with customers and their IT and Network providers in diverse environments, leveraging your technical expertise to deploy, customize, and maintain our hardware and software solutions, including those not owned by Inspiren, but necessary to have uninterrupted uptime. You will play a crucial role in ensuring customer satisfaction and success, while also acting as a bridge between the customer, our implementation team, our customer success team, and our internal development teams.
What you'll do
- Customer Engagement: Collaborate with customers to understand their technical requirements related to the deployment, customization, and maintenance of Inspiren's hardware and software solutions. Provide on-site technical support, where necessary, to ensure successful implementation and usage of our products.
- Deployment & Configuration: Partner with the implementation managers on the installation, configuration, and optimization of software solutions in customer environments. Ensure systems are set up and running smoothly and efficiently.
- Troubleshooting & Support: Quickly diagnose and resolve technical issues that arise during deployment and usage, ensuring their needs are met and issues are promptly addressed. Act as the first-level technical support via phone, email, or onsite visits and escalate to the engineering teams.
- Customization: Work with customers to tailor our solutions to their specific requirements. Develop and implement custom features and integrations as needed.
- Network Monitoring & Maintenance: Monitor network performance and troubleshoot issues to ensure optimal operation. Conduct regular network assessments and recommend improvements/optimizations to maintain performance standards.
- Documentation: Create and maintain comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.
- Training & Education: Conduct training sessions for customer teams to ensure they are proficient in using our solutions and to maximize the value they derive from our products.
About you
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a tech/IT support role, preferably in a customer facing capacity.
- Familiarity with typical operating systems (Windows, MacOS, Android, etc.), common software applications, and hardware troubleshooting.
- Proven experience with network infrastructure, including routers, switches, firewalls, and VPNs. and network monitoring tools (SolarWinds, Wireshark, etc.)
- Strong problem-solving abilities and attention to detail.
- Strong communication and interpersonal skills, with the ability to build relationships with Customers.
- Willingness to travel as required to meet customer needs.
