Software Engineer

We are seeking a skilled Onsite Software Engineer to provide expert assistance to customers using our proprietary software platform that supports Newborn Screening laboratory located in Austin, Texas Department of State Health Services. In this role, you will leverage your strong technical problem-solving abilities and exceptional customer service skills to ensure our clients receive timely and effective support. You will be responsible for diagnosing and resolving software issues reported by customer. This will involve conducting thorough investigations of customer complaints, implementing appropriate escalation procedures when complex problems require additional expertise, and maintaining comprehensive documentation of all support interactions and resolutions. Please Note: This is a customer-funded position. Continued employment is contingent upon the availability of customer funding. WORKING CONDITIONS The position will be onsite 5 days a week in Austin, Texas. This position requires travel to Ohio as needed for onboarding and recurring training purposes. General office atmosphere and laboratory environment workspace. Customer laboratories will include biological sample material. KEY RESPONSIBILITIES Support software applications to provide proper case handling according to the Quality Management System. Create appropriate documentation for all work performed. This includes, but is not limited to: Independently troubleshoots, resolves, validates, and documents technical issues. Accurately classify and complete support cases. Complete all tasks for Complaint handling according to the Quality Management System. Understands the interaction between software applications in the same product family. Seeks assistance when making changes that may affect downstream processes or considered high risk. Ability to independently conduct training sessions with team members and customers for software packages supported by the team. Being able to adapt quickly to the changing needs of our business and environment. Takes responsibility for work assigned and completed. Able to accept and take action from constructive criticism. Collaborates with team while performing as primary technical resource for support and complaint investigation activities. Analyzes and understands detailed requirements and thoroughly reviews completed work to ensure accuracy. Ensures the complete satisfaction of the customers. BASIC QUALIFICATIONS Technical Associate degree or commensurate experience. Minimum of 2 years of configuring software. Technical experience with writing and executing SQL statements. PREFERRED QUALIFICATIONS Customer support experience using a case management system and troubleshooting technical issues. Experience delivering whats promised on time, proactively provide status reports, and have the capability to independently manage tasks and projects from inception through completion with minimal supervisory guidance. The ability to work independently as well as in a team environment.