Digital Transformation Engineer

1 week ago

Dublin, Dublin City, Ireland beBeeDigitalTransformationEngineer Full time €80,000 - €100,000

We're looking for a Technical Support Engineer to join our Customer Experience team. This is an exciting opportunity to be part of a dynamic and innovative organization that's revolutionizing the pathology industry.

Job Description

In this role, you'll provide exceptional technical support to our customers across multiple communication channels. You'll be responsible for resolving complex customer issues, identifying root causes, and providing solutions that meet their unique needs. Your primary focus will be on ensuring high-quality service delivery while following established processes and procedures.

You'll work closely with our engineering and product teams to ensure seamless customer experiences. Your expertise in Linux, Kubernetes, and Docker Compose will be invaluable in troubleshooting and resolving technical issues. Additionally, your understanding of digital pathology and AI experience will enable you to navigate complex technical challenges.

Main Responsibilities:

  • Monitor and respond to service desk tickets within agreed-upon SLAs
  • Analyze customer feedback and recommend technical changes as necessary
  • Cross-departmental coordination to ensure feature requests and bugs are properly communicated
  • Debug customer issues by replicating them in our lab environment and gathering evidence to formulate a root cause hypothesis
  • Perform customer upgrades and assist with basic provisioning
  • Implement solutions to service requests
  • Establish monthly ticket review meetings with Premium Support Customers
  • Own client service requests from start to finish
  • Provide proactive communication to ensure client satisfaction
  • Document potential software defects
  • Maintain ongoing knowledge of Proscia's application and client environments
  • Contribute to our internal knowledge base and share information about technical issues within your team
  • Assist with call escalations
  • Provide feedback on training materials and team needs
  • Offer phone support and/or live troubleshooting calls as needed
Requirements and Qualifications

To succeed in this role, you'll need:

  • 5+ years of experience in a Tier 3 Technical Support Engineer position
  • A degree in one or more of the following areas: Networking, Telecommunications, or Computer Science
  • Experience working end-to-end within a technical escalation process, from customer requests to engineering/product teams
  • A proven track record of identifying patterns and recognizing potential issues before they involve Engineering, minimizing downtime, and ensuring a seamless customer experience
  • Knowledge-base of remote connection methods
  • Ability to analyze data, resolve problems, make decisions independently, and work in a team environment
  • Understanding of network architectures and basic elements
  • Knowledge of Linux, Kubernetes, and Docker Compose
  • Digital pathology knowledge (a plus)
  • AI experience required
Benefits

We offer a comprehensive benefits package, including competitive pay, savings options, schedule flexibility, and insurance choices that promote long-term health and personal growth. We believe in supporting our team members' well-being and fostering a positive work-life balance.

About Us

We're a forward-thinking organization that values difference, celebrates growth, and supports our team's personal and professional success. Join us in shaping the future of healthcare and advancing human knowledge.

Digital Transformation Engineer

This is an exceptional opportunity to contribute to a revolutionary project that's changing the face of pathology. If you're passionate about technology, innovation, and making a meaningful impact, we encourage you to apply for this exciting role.

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