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Software Support Engineer

Waltham, MA, United States

This job posting is no longer active.



SCHEDULE: Full-time

For us, at Mobile Heartbeat™ improving the way clinical professionals communicate and collaborate is a calling. We’re seeking talented, creative professionals who feel the same way.

Here you’ll be part of a team that’s passionate about building great solutions that empower our customers to do great things. You’ll work in an environment that’s energized by new ideas and fresh thinking. And we have fun doing it.

At Mobile Heartbeat, you’ll be working with cutting edge technologies and having a direct impact on healthcare delivery in hospitals across the United States. Our MH-CURE product is used by nurses, doctors and other care providers across a range of hospitals, providing secure clinical communication, access to patient data and care teams as well as delivery of alerts and alarms.

In this role, the Software Support Engineer works across named customer accounts providing technical knowledge, support, planning and optimization for the Mobile Heartbeat platform and products. A combination of technical aptitude, analytical skills, problem solving, excellent communication skills and drive to help the customer are critical to success in this role.

  • Ensure that complex customer software issues are properly prioritized, reviewed, debugged and resolved
  • Contribute content to the Knowledge Base, documenting known issues, troubleshooting steps, best practices, and common tasks
  • Review application performance, stability, security and future scaling, based on knowledge of relevant technologies such as MS SQL Server
  • Communicate customer technical requirements internally to MH engineering and IT staff with appropriate detail to ensure that customer needs are met
  • Identify and implement improvements for processes and systems used by Support
  • Assist in implementation and upgrade of MH-CURE
  • Review and edit internal documentation
  • Work with internal teams to ensure that system operation is properly monitored and documented, using the MH proprietary monitoring configuration
  • Provide internal and customer facing reports and metrics to show system and support performance
  • Work directly with customer accounts to ensure that the application and system are working correctly
  • Rapidly become a product subject-matter expert and deliver training as needed in areas of expertise
  • Manage priorities and allocate time appropriately
Required Skills, Education and Experience
  • Ability to communicate clearly and effectively
  • Focus on customer success
  • College level education with a technical degree
  • 2+ years of experience in a similar role is preferred
  • Aptitude and enthusiasm for learning new technologies
  • Willingness to work flexible hours to match customer needs, including participating in a rotating on-call schedule
  • Familiarity with SQL
  • Knowledge of network concepts such as TCP/IP, IPv4, ports, NAT
  • Knowledge of computer and wireless networking
Beneficial Skills and Experience
  • Computer Science, IT or software engineering background
  • Familiarity with key technologies and protocols used by MH including SQL Server, Apache Tomcat, ejabberd XMPP Server, VoIP (Cisco UCM, Asterisk, SIP, RTP), HL7 (ADT, Lab Results), WCTP, TAP, SNPP
  • Familiarity with tools and products used by MH, including but not limited to Atlassian JIRA and Confluence, Microsoft Windows Server, iPhone, Android
  • Experience with Technical Writing
  • Experience with Agile development

For more information about this opportunity and Mobile Heart, visit us at

Job Location

Waltham, Massachusetts, United State

Mobile Heartbeat
Facility: Mobile Heartbeat
Job ID: 26839-13676
Category: Information Technology
Contract: Full-time
Job Class: Regular

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