Solutions Delivery Engineer I

GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes.

Solutions Delivery Engineer I

Reporting to the Team Lead – Solutions Delivery Engineer, the Solutions Delivery Engineer I is a primary technical resource for our customers. The successful candidate is a hands-on, proactive, and highly independent individual. They should be able to articulate technology and product positioning to both business and technical users. The Solutions Delivery Engineer I will actively collaborate in the planning, design, implementation, and troubleshooting efforts of our customers and liaise with our developers, project managers, and other technical resources. They should have a keen interest in innovative and creative uses of technology, a proven aptitude for troubleshooting complex solutions, and a commitment to ensuring customer satisfaction.

Primary Responsibilities

• Implement Connexall from concept to delivery providing overall technical vision, strategy, and leadership for design and oversee the technical implementation as needed.
• Build test plans and conduct onsite testing, providing reports.
• Interact with our Solutions Development team regarding software related requests and issues.
• Troubleshoot software related issues and assist customers with identifying hardware related issues that may be affecting the Connexall application.
• Provide pre- and post-sales support via training, demos and online support, training sales and technical peers in customer specific applications and in the use of our products.
• Install, configure, and troubleshoot system design.
• Act as technical liaison in calls with the customer by articulating software application designs and assisting in developing design architecture.
• Follow up with customers, vendors, and internal teams to ensure successful implementation our software solutions.
• Participate in on-site project go-live.
• Track and document hours worked.
• Validate and test system configuration prior to go-live and complete customer facing documentation.
• Assist users in system installations, setup, and customer configurations.
• Evening and weekend work to meet deadlines and to cover project related tasks.
• Set appointments and coordinate follow up actions to ensure systems are successfully implemented.
• Provide customer support by troubleshooting and resolving customer issues.
• Implement and verify clinical workflows provided by the Project Manager.
• Other duties as required.
• Collaborate with diverse groups, including internal Sales, Solutions Innovation and Design, and Solutions Development, and customers; both technical and non-technical.
• Document using Microsoft office tools (e.g. Visio, Excel, Word) the Connexall solution.

Qualifications

• Diploma in Computer Science or Networking courses or equivalent.
• Intermediate knowledge of TCP/IP and WIFI networking.
• Understanding of computer communication protocols and their role in data sharing and transfer.
• Understanding of communication protocols, such as TAP, HL7, and SIP.
• Ability to build rapport, actively listen, and conduct customer interviews effectively.
• Excellent troubleshooting skills, with a focus on software troubleshooting.
• Quick learner, able to adapt to new systems quickly.
• Proficient in analyzing application designs and concepts, such as computer infrastructure and networking.
• Demonstrated experience in installing applications in a Windows-based environment.
• Ability to work independently and collaboratively within a team environment.
• Exceptional communication and interpersonal skills, with a strong customer service orientation.
• Strong knowledge of working on the Windows platform.
• Experience in remote VPN support.
• Basic knowledge of serial communications.
• Familiarity with SQL server/database queries.
• Experience in or knowledge of healthcare systems is an asset.
• Proactive, intuitive, and anticipatory in problem-solving.
• Willingness to travel as required (average 40%) – must be able to travel to the United States.
• Some knowledge of telephony communication systems.

Benefits:

• A rich benefits package, including medical, dental, life, long-term disability insurance.
• Competitive annual salary.
• Vacation
• RRSP program.