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Description

To Qualify: You must live in the Boston, MA area today. Position is based in Waltham.

Introduction

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:Associate Support EngineerMobile Heartbeat

Benefits

Mobile Heartbeat offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

+ Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

+ Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

+ Free counseling services and resources for emotional, physical and financial wellbeing

+ 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

+ Employee Stock Purchase Plan with 10% off HCA Healthcare stock

+ Family support through fertility and family building benefits with Progyny and adoption assistance.

+ Referral services for child, elder and pet care, home and auto repair, event planning and more

+ Consumer discounts through Abenity and Consumer Discounts

+ Retirement readiness, rollover assistance services and preferred banking partnerships

+ Education assistance (tuition, student loan, certification support, dependent scholarships)

+ Colleague recognition program

+ Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

+ Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

_Note: Eligibility for benefits may vary by location._

We are seeking a(an) Associate Support Engineer for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply!

Job Summary and Qualifications

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.

We’re a leading clinical communication and collaboration company with the goal of driving collaborative care and positive patient outcomes throughout the healthcare enterprise.

The original platform, MH-CURE®, enables every role in every unit, department, and facility to communicate with context, which streamlines clinical workflows, accelerates decision-making and - most importantly - improves patient care.

The Banyan™ Platform is a cloud-hosted communication solution that powers modular capabilities and services to streamline care coordination across the healthcare continuum. The applications on the Banyan Platform provide reliable and scalable ways for clinicians to reach the right colleague with the right information, instantly. Hundreds of thousands of nurses, physicians, and allied health workers at the largest, most complex healthcare systems in the United States rely on Mobile Heartbeat to power their communications. Learn more at www.mobileheartbeat.com/about/

In this role, the Associate Support Engineer works across named customer accounts, ensuring that our customers continue to receive the excellent service that they expect.

Job Summary

The Associate Support Engineer is a key role within Mobile Heartbeat as we continue to support our clients on our existing platform, MH-CURE, and grow our userbase on our newest platform, Banyan. The role prioritizes working tickets to resolve and triage customer issues in a timely manner to ensure our clinical applications are creating a great end-user experience. The role also involves building tools that will help optimize the troubleshooting process and automate repetitive technical tasks which will ultimately enable us to better support our customers. 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.

Additionally, the Mobile Heartbeat support team provides 24x7 on-call support for customers. Each engineer is required to participate in a rotating on-call schedule. A shift generally lasts 1 week and is compensated on a per day basis.

Key Traits

+ **Commitment to excellence. We are looking for people who care about doing good quality work, getting things done on time, and being productive.**

+ **Commitment to customers. We are looking for people who really care about solving problems for customers. This role requires someone who responds quickly and with empathy; someone who wants the customer to be happy with the outcome and to feel that we are committed to them.**

+ **Critical thinking & problem-solving. This role requires someone who uses a combination of logic and out-of-the-box thinking to troubleshoot customer issues.**

+ **Eager to learn. This role requires someone who is eager to learn new technologies and acquire new skills.**

Responsibilities

+ **Document troubleshooting activities and resolutions for support issues in ticketing system and knowledge base.**

+ **Work with cross-functional teams to develop tools that will help optimize repetitive and time-consuming tasks.**

+ **Document customer environments, unique configurations and possible configuration limitations**

+ **Ensure that complex customer software issues are properly prioritized, reviewed, debugged, and resolved.**

+ **Rapidly become a product subject-matter expert.**

+ **Manage priorities and allocate time appropriately.**

+ **Assist in implementation and upgrade of MH-CURE and Banyan products.**

+ **Contribute content to the Knowledge Base, documenting known issues, troubleshooting steps, best practices, and common tasks.**

Required Skills, Education and Experience

+ **Bachelor’s degree, preferably in Computer Science or a related field.**

+ **2+ years in a similar role.**

+ **Ability to think creatively.**

+ **Ability to manage time and tasks independently.**

+ **Ability to think clearly and react calmly.**

Beneficial Technical Skills and Experience

+ **Understanding of Microsoft SQL Server, SQL query language, MongoDB MQL and data aggregations.**

+ **Familiarity with cloud technologies (Microsoft Azure, MongoDB).**

+ **Understanding of networking principles and firewall policies for cloud-based communication.**

+ **Understanding of APIs and ability to execute calls using tools like Postman**

+ **Familiarity with MH-related technologies and protocols: VoIP (Cisco UCM, Asterisk, SIP, RTP), XMPP, FHIR, HL7 (ADT, Labs), WCTP, TAP, SNPP.**

+ **Familiarity with MH tools and platforms: Atlassian Jira, Confluence, Microsoft Windows Server, iOS (iPhone), Android.**

+ **Familiarity with the Software Development Lifecycle (SDLC) and experience deploying enterprise-scale software.**

+ **Basic familiarity with Linux, including terminal usage, command-line navigation, and common administrative commands.**

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for thedelivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

If you find this opportunity compelling, we encourage you to apply for our Associate Support Engineer opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. **We are interviewing - apply today!**

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