Associate Support Engineer

What you'll do

• Serve as the primary point of contact for customers to resolve technical issues via phone, email, or in-person.
• Troubleshoot and resolve simple technical problems related to assigned products with minimal guidance.
• Research, recreate, and test reported technical issues to identify root causes and provide solutions.
• Create Knowledge Base articles and troubleshooting guides to document resolved issues for internal use.
• Implement and configure changes in Cerner solutions based on specific client requirements and standard practices.
• Manage the end-to-end change lifecycle including analysis, scoping, building, testing, and deployment.
• Conduct unit, functional, and integration testing to validate system behavior and ensure quality standards.
• Identify opportunities to improve support processes, workflows, and automation tools based on customer feedback.

What we're looking for

• Applicants must be able to read, write, and speak English.
• Candidates must have 3 to 5+ years of experience.
• Required skills include Change Management, Collaboration, Detail Orientation, Impactful Communication, Problem Solving, and SQL.
• Experience in troubleshooting and resolving technical issues for assigned products is required.
• Ability to document service requests, create Knowledge Base articles, and maintain product documentation is required.
• Ability to translate technical configurations into understandable explanations for non-technical stakeholders is required.
• Ability to follow ITIL-based change management processes and ensure adherence to quality standards is required.
• Experience in conducting unit, functional, and integration testing for system changes is required.