Associate Technical Engineer

This role looks like… The Support team is vital to our organization's mission and growth. This role will provide assistance with a multitude of projects that will enhance the Support team's success, such as: Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues. Log, prioritize, and manage customer tickets using Service Desk software, keeping customers updated and meeting response and resolution targets; escalate to higher tier support with clear details when necessary.

Provide desktop-level troubleshooting and server-side application support across our customers' on-prem and hosted environments. Research and analyze issues to ensure successful outcomes. Identify and apply the appropriate technical solution for each customer scenario. Develop a comprehensive understanding of our medical software applications. Produce, maintain, and update technical documentation.

Contribute to all customer support tools and support processes. Participate in a team on-call rotation (approximately once every 2–3 months), providing 24/7 technical support during on-call weeks. Travel to customer sites is required on occasion, including correctional facilities and other secure or restricted environments. Candidates must be able to pass a background check and meet facility security requirements.

You could be a great fit if… We believe in harnessing diverse talents and perspectives. If you have the following qualifications and experience, we’d love to hear from you: Bachelor’s degree in IT or related field (or equivalent experience) 0-2+ years of experience in a customer-service-oriented role Strong analytical and problem-solving skills Strong verbal and written communication Ability to work well with other team members Excellent customer service skills and ability to build relationships Comfortable communicating technical context clearly and patiently to non-technical audiences, whether customers or internal stakeholders Jira Ticketing System experience is a plus, but not required SQL knowledge is a plus, but not required A+ and Network+ certifications are a plus but not required Additional Details: This is an on-site, full-time, salaried position located at our Woodbridge, NJ office location.

Our normal hours of operation are Monday – Friday, between 8:00 AM and 8:00 PM, depending on shift. This position description is not intended to be exhaustive, and other duties may be assigned as they arise. It is not expected that applicants have any familiarity with Fusion's proprietary applications, healthcare software, or Corrections/Public Health business processes. Qualified candidates will be able to demonstrate related experience and transferable skills that will work well with the Fusion team.

Fusion is an equal employment opportunity employer. Compensation Salary Range: $50,000 – $65,000. At Fusion, our salary ranges are designed to be competitive within our size and industry. Compensation is just one component of a comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities. Individual pay decisions are informed by several factors, including location, experience, qualifications, skillset, and internal equity across the organization.

While we expect most offers to fall within the stated range, each compensation decision is made thoughtfully, with consideration for both the candidate’s unique profile and our commitment to pay parity. If this sounds like the next step in your career, we’d love to hear from you.