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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Relationship Manager - Healthcare IT - **Company:** One Vision - **Location:** Miami, FL, United States - **Experience:** Experienced - **Salary:** $100,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Health Informatics, Clinical Data Repository, Encodings, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, IP Addressing, Networking Basics, Routing, Data Streaming, Virtual Local Area Networks, Wide Area Networks, Firewalls (Computer Science), Information Technology, Zendesk, Decoding - **Published:** July 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=685d36a169820b86 ## About the Role * Bachelor's degree in Biomedical Engineering, Clinical Engineering, Computer Science, Information Technology, Audio-Visual Engineering, or a related technical field. * 3+ years of experience in clinical applications engineering, healthcare IT support, OR integration, AV systems integration, or a comparable on-site customer-facing technical role. Customer Engagement & Behavioral Skills: * Executive-level professionalism and composure under pressure with surgeons, hospital administration, and customer technical leadership. * Strong personal agency: takes initiative, owns issues end-to-end, operates effectively without close supervision. * Documentation discipline: treats the ticket and the runbook as part of the deliverable, not an afterthought. Technical Skills: * Basic Networking fundamentals: LAN/WAN, VLANs, switching, routing, IP addressing, DNS, DHCP, firewalls, and basic security; comfort partnering with hospital IT. * Hands-on surgical video integration: capture, routing, encoding, decoding, recording, and streaming; troubleshooting medical-grade displays, cameras, microphones, and in-room audio. * AV control systems and room automation (e.g., Crestron touch-panel control); experience coordinating with third-party AV integrators is a plus but not required * Familiarity with clinical systems and EMR/EHR integration (e.g., Epic) and clinical data workflows is a plus but not required #Workwolf ## Description Customer Engagement & Client Management: * Serve as the customer's primary on-site point of contact for the platform; build trusted relationships with clinical leadership, biomedical engineering, surgeons, and OR staff. * Maintain a proactive communication cadence with the customer's technical lead, including a recurring status touchpoint covering open issues, resolutions, planned activity, and risks. Ticket Management & Documentation: * Own the full lifecycle of issues in Zendesk: open promptly, classify against the contractual SLA, document troubleshooting in the ticket in real time, and drive to a verified, communicated closure. * Maintain a current room-by-room catalog of system configurations, hardware revisions, firmware levels, and signal flow. * Author and maintain runbooks, SOPs, and troubleshooting playbooks that build the role for future on-site personnel. Training & Education: * Train clinical and technical staff on the use and operation of the integrated OR systems. * Develop user guides and quick-reference materials tailored to surgeons, OR staff, and the customer's technical team. Collaboration & Continuous Improvement: * Partner with the broader Customer Experience organization - support operations, escalation management, engineering, and implementation - within defined escalation paths. * Provide engineering teams with precise, reproducible escalation information (symptoms, conditions, logs, room and source/destination identifiers, steps attempted). * Take initiative in a fast-paced, frequently changing environment; absorb new firmware, configurations, and operational standards as they emerge and contribute to support-maturity initiatives. Technical Support & Troubleshooting: * Provide hands-on 1st tier technical support and root cause analysis across the deployed OR-X platform: hardware / software, capture and decoder hardware, surgical video routing, displays, cameras, and audio. * Practice disciplined diagnostic methodology - reproduce, isolate variables source-to-destination, document each step, validate the fix - and avoid fix-without-RCA closures whenever practical. * Coordinate with hospital IT on networking and connectivity (cabling, switch ports, VLANs, IP changes, security policy); perform hardware swaps, configuration changes, and firmware updates per change-management standards. ## Related Videos - [Tour de Force: Open-Source LLM Inference Optimization from Simple to Sophisticated](https://www.wearedevelopers.com/videos/100099-tour-de-force-open-source-llm-inference-optimization-from-simple-to-sophisticated) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)