Technical Operations Engineer

About the company

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the role

We are seeking a motivated and eager Technical Operations Engineer to join our dynamic team. In this role, you will work closely with the Senior Technical Operations Engineers and our product support team assisting with support and maintenance of our hardware and software solutions. You will provide crucial support to ensure a quality customer experience throughout the support request lifecycle. This role is essential for developing foundational technical skills and understanding the bridge between the customer, our support teams, and our internal development teams.

Your responsibilities will focus on supporting our personnel and devices in the field via remote Tier 2 troubleshooting, network assessments, and interfacing with clients. In parallel with technical support, the role entails assisting with implementation of best practices and documentation.   A strong willingness to learn, basic technical skills, and a dedication to customer satisfaction are key to success in this role.
What you'll do:
Customer Engagement Support: Prioritize customer experience while working  towards issue resolution on support requests escalated to Tier 2.  Partner with our Product Support, Clinical Success and Engineering teams to create successful outcomes for our customers.  Engage directly with our customers and their technical personnel to resolve technical issues.  Ensure continuous adherence to SLAs and provide timely written and verbal communications, along with the ability to effectively communicate with various stakeholders.
Troubleshooting & Support: Serve as an escalation point for our Tier 1 Product Support team.  Quickly diagnose and resolve technical issues that are assigned to the Tier 2 queue.  Collaborate with Tier 1 teams members throughout the support request lifecycle.  Manage communication between internal and external stakeholders for a given support request.  Ensure any matters escalated beyond Tier 2 are progressing with the appropriate stakeholders.
Customization Documentation: Assist Senior Engineers in documenting customer-specific requirements and custom feature requests.

Network Monitoring Assistance: Monitor network performance using established tools and report issues to the senior team. Assist with basic network assessments and documentation of the customer environment.

Documentation Maintenance: Assist with the creation, organization, and maintenance of comprehensive documentation related to deployment processes, customer configurations, and troubleshooting procedures.

About you

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• +2 years of experience in a technical support, service delivery or field engineer role.
• Basic familiarity with provisioning and deploying hardware within a network.
• Familiarity with command-line interfaces (Linux/MacOS preferred) and basic scripting concepts (Python, Bash).
• Familiarity with typical operating systems (MacOS, iOS, etc.), common software applications, and basic hardware troubleshooting.
• Basic understanding of network infrastructure concepts (routers, switches, firewalls) and network monitoring tools (e.g., ability to read logs or reports).
• Eager to learn, with strong problem-solving abilities and attention to detail.
• Strong verbal and written communication skills and the ability to work effectively in a team environment.
• Willingness to travel as required to meet customer needs (estimated 10-25%).

Details

• The annual salary for this role is $125k-155k, plus benefits (including medical, dental, and vision)
• This role will require up to 25% travel.
• Flexible PTO
• Location: Remote, US
• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.