Customer Support Developer

at  Imeka

OVERVIEW OF THE POSITION

Reporting to the Director of Clinical Applications, the Customer Support Developer (CSD) plays an essential role within the team, acting as the interface between customer support and software development. The CSD provides technical support to customers in relation to our medical tool (ANDI), taking care of the customer at a technical level, and guiding them through the integration, training and use of ANDI. The CSD provides support in the use of ANDI to answer customer questions and problems. Being in direct contact with the customer through technical support, he/she identifies and implements improvements to ANDI’s support tools, as well as to ANDI’s backend platform. The CSD understands ANDI’s technical details, and participates in advanced problem investigation and resolution. This person brings software development experience to support and customer service, improving all tools in support of ANDI use.

SKILLS:

• Bachelor’s degree in Computer Science or Software Engineering, or any other relevant background with experience that can be considered equivalent;
• Have more than 3 years of relevant experience in a similar position in the industry or a related company in health technology;
• Professional experience in the development, debugging and support of complex medical image processing pipelines;
• Possess an advanced level of Python development;
• Knowledge of the Rust language is an asset;
• Knowledge of medical image processing algorithms (diffusion MRI) is an asset;
• Excellent customer relations and communication skills;
• Ability to manage multiple projects simultaneously while respecting established deadlines;
• Ability to set and follow up on objectives with precise deadlines;
• Excellent oral and written communication skills;
• Outstanding team spirit;
• Language: French/English at professional level (please note that all our customers are in the United States and Europe).

• Participate in ANDI’s customer support processes for all information, support and integration requests;
• Know and understand ANDI product functionalities, requirements and constraints, in order to advise customers and identify possible product improvements;
• Identify manual processes that can be automated, and implement such automations;
• Clearly communicate relevant information to customers, while respecting medical information management norms and standards;
• Participate in the development of ANDI support systems;
• Investigate and solve level 1, 2 and 3 customer problems, in collaboration with the Technology team. Ensure close and efficient follow-ups with customers;
• Participate in the identification and analysis of usage trends to influence the planning of future product features and releases;
• Participate in the continuous improvement of customer-related processes and tools;
• Carry out tasks with constant consideration for confidentiality, quality and regulatory aspects.