Implementation Support Engineer

We are seeking a  Support & Implementation Specialist  to join our team. This role combines customer support, software implementation, technical troubleshooting, and cross-functional collaboration. You will serve as a key point of contact for customers and partners throughout the lifecycle of our solutions—from initial deployment and onboarding through ongoing support and maintenance.

Position Type:  Full-Time

Key Responsibilities

As a member of a small, collaborative team, you will have the opportunity to take ownership of your work while contributing to a shared commitment to customer success.

• Provide first-line technical support to customers, distributors, and partners via phone, email, and remote sessions

• Assist with the implementation, configuration, onboarding, and deployment of aycan products and solutions

• Support products and systems throughout their lifecycle, including installation, upgrades, maintenance, and retirement

• Troubleshoot technical issues, identify root causes, document findings, and escalate complex issues when appropriate

• Record and manage all customer interactions and support activities within the internal ticketing system

• Identify software defects, recommend workarounds, and collaborate with internal teams to resolve issues

• Support the sales team with technical evaluations, solution design discussions, and customer-facing questions

• Perform routine system maintenance, software updates, and system health checks

• Create and maintain internal documentation, knowledge base articles, and implementation procedures

• Coordinate with third-party vendors and technology partners to support customer environments

• Continuously expand technical knowledge through self-study, training, and hands-on experience

• Participate in additional projects and responsibilities as business needs evolve

What We’re Looking For

We believe great employees are developed, not simply found. While prior experience is valuable, we are primarily looking for someone who is eager to learn, enjoys helping customers, and can quickly become an effective contributor.

Core Competencies

• Strong attention to detail and organizational skills

• Excellent written and verbal communication skills

• Analytical thinking and problem-solving abilities

• Customer-focused mindset with a desire to provide outstanding service

• Self-motivated, dependable, and accountable

• Ability to work independently while collaborating effectively with teammates

• Willingness to learn new technologies and processes

• Interest in building a long-term career with a growing company

Required Technical Skills

Candidates are not expected to have experience in every area listed below. aycan will provide training and support to help qualified individuals develop the skills needed to succeed in the role.

• Familiarity with Microsoft Windows, Apple macOS, and Debian Linux operating systems

• Basic understanding of SQL (preferably PostgreSQL)

• Basic networking knowledge, including IP addressing and network troubleshooting

Preferred Qualifications

• Linux administration experience (shell scripting, software installation, troubleshooting)

• Experience with ticketing systems, ERP systems, or customer support platforms

• Knowledge of healthcare IT and medical imaging standards (DICOM, HL7)

• Experience with software implementation, onboarding, or customer training

Benefits

We believe in supporting a healthy work-life balance and providing opportunities for professional growth.

• 401(k)

• 401(k) matching

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• • Ongoing training and professional development opportunities