Software Support Engineer

About Us:

Image Trend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Lakeville, Minn.,

Image Trend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at Image Trend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together!

Under the direction of the Lead Software Support Engineer, The Software Support Engineer provides advanced product support and troubleshooting to the Customer Success Team and analysis of technical troubleshooting to elevate to the development teams to maximize product success and efficiencies across the organization and with our clients.

• Conduct research and troubleshoot advanced technical items across the organization
• Create and manage script requests for data cleansing, migrations, imports/exports/uploads, etc
• Monitor daily applicable support queue and take action as needed
• Serve as a subject matter expert for both internal and external stakeholders and provide training and technical expertise as needed
• Maintain knowledge of department and company policies and procedures
• Provide high quality project service delivery for unique or high priority projects
• Identify common issues and trends, and work with the Engineering department on workflows and tools that could be created to reduce and streamline future escalation tickets
• Document fixes, processes, changes in processes, and communicate to the appropriate stakeholders
• Collaborate with other departments (Sales, Client Services, Engineering, etc.) to foster alignment, open communication, process improvements, and ensure a positive client experience
• Deliver training and collaboration experiences within Client Services to bring continuity between product knowledge and understanding
• Travel to orientation, industry or company events, and other onsite meetings as required
• Additional duties as assigned

• Degree in Computer Science or equivalent combination of education and relevant work experience
• Experience working professionally with relational databases
• Strong verbal and written communication and the ability to communicate complex concepts in clear, simple, and understandable terms
• Possesses effective analytical and critical thinking skills
• Adept at translating plans into phased actions
• Technologically savvy and demonstrates willingness to continue to learn new technologies
• Excellent organizational skills, appreciation of critical timelines, and the ability to self‑motivate
• Strong understanding of standardized data collection
• Strong attention to detail with the ability to multi‑task
• Ability to work comfortably under pressure
• Strong interpersonal skills with an emphasis on providing internal continuous education, sharing knowledge, and skills to better the community
• Strong work ethic, integrity, honesty, and a positive attitude
• Advanced proficiency in MS Office Suite
• Understanding of the software development lifecycle
• Experience with Agile / Scrum
• Ability to maintain discretion when handling proprietary and confidential information
• Enthusiasm for learning and expanding knowledge or skills
• Strong work ethic, integrity, honesty, collaboration and team orientation
• Ability to travel up to 10% annually

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Final date to receive applications is at least 3 days after the posting date listed.

The annual base salary range for this full‑time role is $60,000 - $75,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job‑related skills, education or training and…