Careers

Summary

Responsibilities

Tier 2 Technical Support

• • Partner with our Support team to investigate and resolve Tier 2 and other complex
    technical support requests.
  • Troubleshoot issues by understanding how the platform’s components work together and
    using administrative, configuration, diagnostic, logging, and support tools to identify root
    causes and determine next steps.
  • Resolve technical issues directly when possible and provide Software Engineering with
    clear, well-documented findings when engineering involvement is required.
  • Help protect Software Engineering capacity by developing the technical expertise
    needed to resolve an increasing range of issues without escalation.
  • Identify recurring problems, support patterns, and opportunities to improve software
    configuration, documentation, tooling, or internal processes.
  • Communicate technical findings and resolution steps clearly to Support, Client Success,
    client IT teams, and other stakeholders.
  • Build and maintain troubleshooting guides, technical documentation, and educational
    resources that enable others to solve common issues more effectively.
  • Serve as part of the feedback loop between Support, Software Engineering, Client
    Success, Implementation, internal subject matter experts, and our clients as the platform
    continues to evolve.

Expansion Implementation

• • Support the technical implementation of new modules, capabilities, sites, and workflows
    for existing Ascendco clients.
  • Partner with Client Success Managers and Implementation Specialists to execute the
    technical and IT workstreams of expansion projects.
  • Work directly with client IT teams to communicate infrastructure, networking, security,
    deployment, printer, and configuration requirements and guide them through required
    technical tasks.
  • Configure and support Ascendco software as clients expand their use of the platform.
  • Provide clear updates on technical progress, dependencies, risks, and outstanding client
    IT requirements.
  • Shadow experienced Implementation and Interface Engineers on increasingly complex
    technical implementations and integration projects, building toward independent
    ownership of technical implementation work.
  • Support go-lives and the operationalization of new modules and capabilities at client
    facilities when onsite technical support is needed.

Platform Expertise & Continuous Improvement

• • Work closely with our Software Engineering team to develop deep expertise in existing
    software modules and new functionality as it is developed.
  • Participate in QA and testing to better understand new functionality and help ensure it
    can be effectively deployed, supported, and operationalized.
  • Continuously improve the documentation, processes, and technical knowledge used to
    deploy and support the Ascendco platform.
  • Spend approximately 25% of your time traveling to client facilities to support expansion
    go-lives, technical implementations, and other onsite technical needs.

Requirements

• Strong communication skills and the ability to explain technical concepts clearly to both
  technical and non-technical audiences.
• Strong attention to detail and excellent problem-solving skills, with a demonstrated ability
  to investigate problems, identify next steps, and follow through to resolution.
• Technical curiosity and excitement about understanding not only how software is used,
  but how it works behind the scenes.
• Comfort learning and working with software configuration, administrative tools,
  networking concepts, logs, diagnostic tools, and technical systems without needing to be
  a software developer.
• An investigative mindset and enjoyment of troubleshooting problems that do not always
  have an immediately obvious answer.
• Patience and empathy when working with both people and technology.
• Ability to prioritize and manage support requests, implementation work, and competing
  priorities while maintaining focus and achieving successful outcomes.
• Ability to adapt quickly as priorities, client needs, and software functionality evolve.
• Ability to work effectively both remotely and in shared technical workspaces.
• Passion for continuous learning and improvement.

Work Environment & Culture

Ascendco operates in a flexible hybrid environment that combines in-person collaboration with remote work, along with approximately 25% travel to client facilities. You’ll join a team building mission-critical healthcare technology that helps surgical teams work more effectively and deliver better patient care. We value ownership, collaboration, curiosity, and continuous improvement. You’ll have the opportunity to develop deep expertise in the Ascendco platform while becoming a trusted technical resource for our clients and internal teams. As your expertise grows, you’ll take ownership of increasingly complex technical support issues and expansion implementation work. This is a role for someone who enjoys figuring out how systems work, diagnosing difficult problems, and helping clients successfully expand their use of technology.