Summary/Objective

The Software Technical Specialist is responsible for leading the investigation and resolution of software-related issues through advanced debugging and root cause analysis. This role provides direct customer support when needed, maintains accurate technical documentation, and collaborates with cross-functional teams to ensure product stability and performance. Additionally, the position plays a key role in managing security risk assessments across software products, requiring a strong foundation in cybersecurity best practices. Success in this role demands a blend of technical expertise, analytical thinking, and clear communication.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Issue Triage & Prioritization
  1. Lead the triage, prioritization, and resolution of software bugs, incidents, and support requests.
  2. Review and validate incoming reports, assess impact, and assign severity levels.
  3. Route issues to appropriate teams and ensure timely resolution.
• Initial Investigation & Debugging
  1. Conduct preliminary debugging and root cause analysis.
  2. Analyze logs, stack traces, and memory dumps.
  3. Reproduce issues in test environments to assist in diagnosis.
  4. Provide direct support to customers by assisting in issue resolution.
• Documentation
  1. Create and maintain user guides, installation manuals, release notes, and troubleshooting documentation.
  2. Update content to reflect new features, fixes, and process changes.
  3. Develop both internal and customer-facing resources to support issue resolution and product use.
• Cross-Team Support
  1. Act as the first point of contact for software-related issues raised by Technical Support, Professional Services, Product Management teams.
  2. Perform initial investigations and escalate as needed with supporting documentation.
• Security Risk Management
  1. Develop and maintain a highly technical understanding of the security risk posture of all MGCD products.
  2. Maintain accurate and up-to-date security risk documentation for all MGCD products.
  3. Complete customer requests for product security risk assessments and security risk corrective action plans.
• Other Tasks
  1. Manage the cybersecurity and vulnerability testing processes for all MGC software applications.
  2. Assist in verification and validation activities.

Competencies/Success Factors

• Research Skills/Info Finding
• Detail Orientation Quality Focus
• Results Focus/Output Orientation
• Analytical Skills
• Customer Focus
• Team Orientation
• Problem Solving
• Change Management

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones and photocopiers.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent standing, sitting, walking, bending, stooping, twisting and occasional crawling.
• Occasional lifting up to 50 lbs., occasional heavier lifting.
• Occasional pushing, pulling and handling materials.

Travel
Very limited trave < than 5%

Required Education and Experience

• Bachelor's Degree in Computer Science, Software Engineering or similar.
• 2 years' experience with technical support or similar department.
• Strong problem solving and troubleshooting skills.
• Experience with MGC software applications (BreezeSuite, Ascent, AscentConnect)
• Experience with Microsoft SQL and use of Microsoft SQL Studio (SSMS)
• Familiar with Visual Studio
• Ability to effectively communicate in English. Excellent written and verbal communication skills and interpersonal skills.

Preferred Education and Experience

• 2 years' experience in the medical device industry and/or familiarity with medical equipment, or pulmonary and gas exchange equipment.
• Are there any preferred certifications?

Additional Eligibility Qualifications
None required for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.