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Customer Support Engineer- Cloud Services

Job Location: Redwood City, CA or remote

Job Summary:

The Customer Support Engineer for cloud services will work closely with the Sr. Director of Cloud Services, Exo sales, sales project management, engineering and the customer in the successful installation, configuration and testing of Exo’s software applications. You will be responsible for deploying and configuring an AWS cloud instance for Exo’s customers, installing, configuring and testing Exo’s software application(s) and working closely with the customer to ensure a smooth deployment and “Go Live” for Exo’s applications. In addition, the Customer Support Engineer will be responsible for the resolution of customer issues after “Go Live”. This highly technical support role requires an analytical understanding and ability to troubleshoot complex technical scenarios and issues. The position is not a traditional call center-based customer service role.  

  • Work closely with Exo Works Sr. Director of Cloud Services and engineering in developing a streamlined deployment process for software applications.

  • Develop processes, checklists and tools to streamline software application deployment.

  • Set up AWS cloud instances, install software applications and configure the applications to meet the customer’s requirements.

  • Install and configure software applications on the customer’s server and test the interfaces with the cloud applications.

  • Work with the customer to configure and test all interfaces between on-premise systems and Exo’s cloud applications.

  • Perform end-to-end testing with assistance from the customer.

  • Follow all guidelines for protecting access to and use of the customer’s “Protected Health Information (PHI)”.

  • Research, troubleshoot and resolve customer reported issues and respond to customer inquiries.

  • Maintain strong customer rapport and excellent, timely communications.

  • Contribute to documentation to build Exo’s knowledge base

 

Education/Experience Requirements:

Engineering or computer science degree.

  • 3 years of experience working in a customer support role in Healthcare working with technical and clinical personnel.

  • Experience working with sales and engineering.

  • Working knowledge of one or more of the following interface protocols: DICOM, HL7, LDAP.

  • Significant experience deploying and configuring software applications on Amazon AWS or Microsoft Azure.

  • Successfully manage multiple projects.

  • Proven success in addressing customer issues.

  • Self-starter, highly motivated and able to work in a fast-paced environment.

  • Excellent communications skills.

  • Available to work additional hours to meet installation schedules and/or handle customer support issues when necessary.

  • Accurately document customer engagements.

  • Knows how to delight the customer.

 

Desirable Experience: 

  • Medical imaging, DICOM, HL7, LDAP and familiarity with Electronic Medical Record Systems.

  • Familiarity with HIPAA and Cybersecurity requirements.

  • Experience with the deployment and application configuration on Kubernetes.

  • Familiarity with containerization technologies such as Docker and Kubernetes.

  • Familiarity with Java and JavaScript.

  • Familiarity with Help Desk tools.

  • Familiar with standard office application such as Word, Excel, Project Management and other common tools.

  

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.

If interested, please send resume and cover letter to atiwari@exo.inc

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