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Software Support Engineer

/ Search Results / Software Support Engineer

Waltham, MA, United States


SHIFT: No Weekends

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.


Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for dedicated professionals like you to be a part of our Software Quality Assurance team. Join us in our efforts to better our community!


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

We offer you an excellent total compensation package, including competitive salary, excellent benefit package and growth opportunities. We believe in our team and your ability to do excellent work with us. Your benefits include 401k, PTO medical, dental, flex spending, life, disability, tuition reimbursement, employee discount program, employee stock purchase program and student loan repayment. We would love to talk to you about this fantastic opportunity

Mobile Heartbeat® uses secure smartphones to optimize clinical communication and collaboration. Our enterprise solutions streamline clinical workflows to accelerate decision-making, improve patient care and reduce costs.


If you find this opportunity compelling, we encourage you to apply. We promptly review all applications. If you are highly qualified you will hear from our recruiter or one of our managers. We are actively interviewing so apply today!

Job Location
Waltham, Massachusetts, United States
Position Type

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.

For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.

Apply Now

Mobile Heartbeat
Facility: Mobile Heartbeat
Job ID: 26839-15226
Category: Information Technology
Contract: Full-time
Shift: No Weekends
Job Class: Regular

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