Medical Devices Support Associate (Level 2) – Freehold, NJ 07728

The Devices Support Associate is responsible for assisting clients in the usage and maintenance of their Ophthalmic Devices and their interfaces. This position will provide daily front line support through analysis of submitted issues, research, testing, and resolution determination. Additional responsibilities may include escalation monitoring, query generation, and defect tracking; as well as working with our software development and hosting teams to ensure that our product is stable, reliable, scale-able, and responsive to our clients’ needs.

  • Troubleshoot internal support tickets and work with development and

hosting teams to resolve them.

  • Perform functional/system testing for Devices and the iMedicWare Programs.
  • Resolve and prevent issues by providing guidance and subject matter

expertise to internal teams.

  • Ensure that all internal and external service levels are met in a timely manner while meeting quality standards.
  • Use deductive problem-solving skills to investigate and solve a broad range

of problems.

  • Leverage technical skills to analyze system configuration, logs, database

contents, etc. to aid in defect resolution.

  • Identify defects in software and escalate them as needed to ensure that they are fixed.
  • Additional duties as deemed necessary by management.


  • 1+ years of experience in a technical support or related position.
  • Basic understanding of Network Protocols, Permissions, and Group Policies (HTTP, TCP/IP, Dicom, etc).
  • Basic Data Base Knowledge
  • Good understanding of server grade operating systems: Windows and Linux
  • Familiarity with privacy regulations, specifically HIPAA.
  • Ability to interact effectively with both non-technical and highly technical users.
  • Willingness to research and figure out complex software issues.
  • Familiarity with troubleshooting methodologies.
  • Ability to work independently.
  • Excellent written and verbal communication skills.
  • Bilingual in English and Spanish (beneficial).
  • Strong interpersonal skills
  • Ability to relate well to internal and external clients and understand their needs.
  • Excellent knowledge of SQL Database (Salesforce and Postgres would also be beneficial).
  • Working knowledge of AWS
  • 2-year associate degree at minimum.
  • CompTIA A+ and N+ certification or similar.
  • Prior programming experience
  • Prior Healthcare experience

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