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Staff Technical Services Engineer

Remote, USA

Who We Are

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

What You’ll Do 

The Staff Technical Services Engineer will support Imagine Pediatrics employees and the portfolio of technologies our employees use to perform their job and serve our patients and families. You will:

  • The Staff Engineer leverages deep technical knowledge and experience to design and implement high value, corporate-scale technical initiatives. 
  • The Staff Engineer will lead efforts to train and develop the technical skills or junior members of the team, ensuring knowledge is shared broadly and individual proficiency meets or exceeds the job requirements.  
  • This role requires a high degree of skill and proficiency in the identified technology portfolio complimented with well-developed leadership skills in areas such as communication, collaboration, and emotional intelligence. 
  • This role delivers value to the organization by providing quality support to core business units and striving for a high degree of professionalism and customer satisfaction.  
  • Leads and serves as the technical subject matter expert for corporate strategic initiatives utilizing proven methodologies of design, build, test, deploy, while defining measures of success to ensure corporate objectives are met and are successful.  
  • Leads communication and collaboration efforts cross-functionally to garner alignment to corporate initiatives and standards. Effectively articulates the purpose, value, and process to non-technical customers to drive support and adoption.  
  • Instills a culture of continual process improvement across members of the technical services team. Leads initiatives to continually refine and improve system configurations and or processes, and streamline workflows to increase efficiency, reduce cost, and improve the end user experience.  
  • Provides elevated/escalation level technical support to junior members of the technical services team 
  • Trains and develops the technical skills of junior members of the team, ensuring knowledge is shared broadly and individual proficiency within a role level meets or exceeds the job requirements. Works directly with management to identify any gaps in skills deficiencies or employee role misalignment.  
  • Leads the design of technical training material and documentation to support Imagine Pediatrics employees internally and externally to the technical services team.  
  • Work will be performed during regularly scheduled shifts as directed by the Manager, Technical Services Engineering Team.  
  • Modifications to shifts must be requested and approved by the Manager, Technical Services Engineering Team. 
  • Provide after-hours assistance as needed or via an On-Call after-hours pre-defined schedule.  
  • Other duties as assigned 

 

What You Bring & How You Qualify 

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve. You will need: 

  • A minimum of 8-10 years of experience serving in an Information technology services department with preferred experience in health care IT.  
  • Intermediate level skills and a proven track record of leading continual process improvement initiatives to increase efficiency, optimize services, improve the end user experience, and reduce operational costs.   
  • Advanced understanding of computer hardware, operating systems, and software, including Microsoft Office and Windows.  
  • Advanced knowledge of Windows 11 OS, tablets, and Apple iOS system is essential. 
  • Advanced knowledge and previous experience administering software tools in the following areas:
    • Communications
      • Examples: Microsoft O365 products, TalkDesk, Genesys 
    • Incident and Request Ticketing 
      • Examples: Jira, ServiceNow 
    • Cellular Services cell phone management system.  
      • Examples: Intune, Airwatch 
    • Hardware Support  
      • Examples: Lenovo, Dell, Mac, Windows, iOS 
    • Video Conferencing 
      • Examples: Teams, Zoom, Owl, Polycom 
    • Process Management  
      • Examples: Confluence, ClickUp 
  • Advanced understanding and practical experience in the application of security controls at the system and end user level.  
  • Advance knowledge of federal healthcare security and risk regulations such as HIPAA, HITRUST, and HITECH with a sound understanding of their applicability across the responsible and accountable service areas.  
  • Ability to visualize and conceptualize user problems from a distance and work with the user remotely to resolve the issues. 
  • Advanced level written and verbal communication skills with a passion to assist team members and customers to resolve issues quickly utilizing empathy and self-awareness.  
  • Ability to manage multiple priorities and demands daily. 
  • Able to work with users at all levels of technical skills and abilities. 

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $90,000 - $110,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

  • Competitive medical, dental, and vision insurance 
  • Healthcare and Dependent Care FSA; Company-funded HSA
  • 401(k) with 4% match, vested 100% from day one
  • Employer-paid short and long-term disability 
  • Life insurance at 1x annual salary 
  • 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
  • Paid new parent leave
  • Additional benefits to be detailed in offer 

What We Live By
 
We’re guided by our five core values:

Our Values:

  • Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
  • Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
  • Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
  • Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
  • One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.

 

We Value Diversity, Equity, Inclusion and Belonging 

We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

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