Associate Implementation Engineer

The Associate Implementation Engineer works at the intersection of software implementation, technical support, engineering, and education. In this role, you will become a go-to technical expert on how the Ascendco platform is deployed, configured, connected, and supported in fast-moving, complex, and critical healthcare environments. You’ll work alongside our Client Success Managers, Implementation Specialists, and more experienced Implementation and Interface Engineers to support the technical side of client implementations. While others on the implementation team lead the broader implementation process, you will focus on helping hospital IT teams successfully deploy and support the Ascendco platform. You’ll begin by supporting and shadowing technical implementations, go-lives, and complex technical support issues, progressing toward independently owning technical implementation work as your expertise grows. This includes system configuration, deployment, networking, printers, infrastructure requirements, troubleshooting, and coordination with client IT teams. Along the way, you’ll work closely with our Software Engineering team, help troubleshoot complex issues, and create and improve technical documentation that empowers both our clients and internal teams to work effectively with the Ascendco platform. This role leans toward new client implementations. Most of your time will be spent working with hospital IT teams to get the platform deployed, configured, and connected at sites coming onboard for the first time. You’ll work alongside the Client Success Managers and Implementation Specialists leading those projects. You’ll also help with Tier 2 support and expansion work for existing clients, but implementation is the center of the job.

Responsibilities

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• Work closely with our Software Engineering team to develop deep expertise in our existing software modules and new modules as they are developed.
• Support the technical implementation of the Ascendco platform, including system configuration, deployment, printers, networking, infrastructure, and other technical requirements.
• Partner with Client Success Managers and Implementation Specialists to execute the technical and IT workstreams of client implementations, providing clear updates on progress, dependencies, risks, and technical requirements.
• Work directly with client IT teams to communicate infrastructure, networking, security, and other technical requirements and guide them through implementation tasks.
• Shadow experienced Implementation and Interface Engineers on increasingly complex technical implementations and integration projects, building toward independent ownership of technical implementation work.
• Help protect Software Engineering capacity by partnering with our Support team to investigate and resolve Level 2 and other complex technical support requests.
• Troubleshoot technical issues by understanding how the platform’s components work together and using available administrative, configuration, diagnostic, and support tools to investigate and resolve problems.
• Participate in QA and testing as new functionality is developed, deployed, and operationalized.
• Serve as part of the feedback loop between Software Engineering, Client Success, Implementation, Support, internal subject matter experts, and our clients as the platform continues to evolve.
• Build and maintain technical documentation and educational resources describing how our software is deployed, configured, supported, and used.
• Spend approximately 25% of your time traveling to client facilities to support go-lives, technical implementations, and the operationalization of new modules.

• Strong communication skills and the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong attention to detail and excellent problem-solving skills, with a demonstrated ability to investigate problems, identify next steps, and follow through to resolution.
• Technical curiosity and excitement about understanding not only how software is used, but how it works behind the scenes.
• Comfort learning and working with software configuration, administrative tools, networking concepts, and technical systems without needing to be a software developer.
• Patience and empathy when working with both people and technology.
• Ability to prioritize and manage multiple projects, support requests, and competing priorities while maintaining focus and achieving successful outcomes.
• Ability to adapt quickly as priorities, client needs, and software functionality evolve.
• Ability to work effectively both remotely and in shared technical workspaces.
• Passion for continuous learning and improvement.

Work Environment & Culture

Ascendco operates in a flexible hybrid environment that combines in-person collaboration with remote work, along with approximately 25% travel to client facilities. You’ll join a team building mission-critical healthcare technology that helps surgical teams work more effectively and deliver better patient care. We value ownership, collaboration, curiosity, and continuous improvement. As your technical expertise grows, you’ll be given increasing responsibility and the opportunity to take ownership of more complex technical implementations, client IT relationships, and technical challenges. This is a role for someone who enjoys learning how systems work, solving real problems, and helping both clients and teammates succeed.