Software Engineer, Escalated Support (Sentinel U.)

As virtual clinicals and simulations are currently being rapidly adopted throughout healthcare education programs, Sentinel U, a division of American Sentinel College of Nursing & Health Sciences at Post University, has been building digital learning resources and virtual simulations since 2015. In fact, our virtual clinicals are used by more than 200 schools and healthcare organizations across the United States and Canada. We have delivered over 130,000 learner experiences and counting.

Our goal is to advance nursing academic education and healthcare professional training by providing virtual clinicals and simulations that are engaging, effective and economical.

Software Engineer - Escalated Support

Job Introduction

This position will monitor the escalated support desk, correspond with customers, and implement bug fixes for the Engineering Department at Sentinel U. Will report to the Director of Engineering Services.

Major Responsibilities

Essential Duties & Responsibilities:

• Monitor escalated tickets coming from the support desk and respond to customers within 24 hours of receiving the ticket.

• Review logs to diagnosis bugs and determine the root cause.

• Coordinate changes with the rest to the Engineering team to ensure bugs are being resolved in a timely manner.

• Train and provide documentation for the Support Desk team as products are changed or new products are added.

• Review current help desk processes and research and implement improvements to the workflow.

• Provide updates on the status of escalated tickets.

Knowledge and Education

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, ability and/or physical demands required.

Required

• Bachelor's degree (B. S.) from an accredited four-year college or university.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Working knowledge of Jira including creating and updating work items using Agile methodology.

• Software Experience:

• C#

• Relational and Non-Relational Databases

• Azure SQL Server

• Azure Cosmos DB

• Azure

• Azure Application Insights

• Git

• Jira

Preferred

• Software Experience:

• React

• Typescript

• JavaScript