Career Story: Customer Support Engineer For A Medical Informatics Company

Customer Support Engineer For A Medical Informatics Company

Job Title: Support Engineer

Type of Company: My company designs, sells and supports medical systems, including monitors and life support equipment, medical informatics and medical information systems. It is currently the second largest medical informatics company in the world.

Education: MS, Computer Science

Previous Experience: After graduating from college as a pre-med, I worked for 10 years as a public school science teacher, which got me a position as course developer for a major computer manufacturer. That in turn (1) earned me an MS in Computer Science and (2) changed my position to IT support. I then took a position as a medical support engineer and was promoted in time to support engineer for bedside, critical care and anesthesiology systems.

Job Tasks: -I am responsible for support of medical information systems. That involves 1. being thoroughly knowledgeable in the internals and specifications of my systems 2. know standard troubleshooting techniques for the products 3. working directly with the developers and clinicians to resolve issues - Participate in product improvement efforts, which is a twofold responsibility: 1. analyze defects, shortcomings, and operating loopholes and recommend corrections 2. recommend enhancements or changes to improve use, efficiency, and overall product quality - Provide expert opinion and testimony for product approval and defect reporting process, as defined in country/region laws and regulations (FDA, European union, etc.)

Best and Worst Parts of the Job: The best things about the job are the continual updates to keep pace with new developments in medicine, computers, networking, and human interfacing, and the satisfaction of saving and improving lives.

Worst: 24x7 support and long hours, dealing with difficult and sometimes irrational/confrontational customers.

Job Tips: Only do this if you love it! If you do not enjoy challenging issues, medical and cybernetic details, and continual interaction with users and colleagues, do NOT go into this career! You will be competing with persons (such as myself) who do love the work, and they will quickly overshadow you. Many people in this line of work ended up here after first careers in biomed, clinical, or nursing careers, backgrounds that are highly prized in the informatics world.

Additional Thoughts: There is a lot of drudgery in this work: continual adherence to bureaucratic rules and regulations and attention to mundane details in reports and troubleshooting logs will take up the bulk of your time. TV medical shows show everything as exciting but that is far from the truth. The satisfaction comes in far smaller doses; repetition and minutia make up most of what you do, and the recognition you receive is often small or nonexistent. But the satisfaction in a well-done project that truly does benefit some patient or medical group is VERY high and well worth the career choice.

Popular Schools offering Computer Programming Software Development Programs

quickinfoThese schools offer particularly quick info upon request, and we have written detailed profiles for each (click school names to see the profiles).

Request info from multiple schools, by clicking the Request Info links.

Matching School Ads

Baker College is proud to be the largest independent college in Michigan with the most focused approach to education and training available. With one of the highest graduate employment rates in the country, our mission is to help our students find meaningful employment.

  • Programs: Computer Programming - Associate, Mobile Application Software Engineering - Bachelor, Computer Science - Bachelor, more...
  • Degrees: Associate, Bachelor

Push Your Creativity To The Next Level

  • Programs: Mobile Gaming
  • Degrees: Master

Established in 1901, the College of Engineering and Computer Science has built a vibrant community of leaders with a reputation for responsiveness in meeting regional, national, and global needs.

  • Programs: MS in Computer Science
  • Degrees: Master

Liberty University provides a world-class education with a solid Christian foundation, equipping men and women with the values, knowledge, and skills essential for success in every aspect of life.

  • Programs: Undergraduate Certificate in Web Development
  • Degrees: Certificate

As a student at South University, Online Programs, you will receive the same quality instruction, variety of learning options and level of service found at the campus locations.

  • Programs: Information Systems & Technology: Information Security Studies (MS)
  • Degrees: Master

Syracuse University’s School of Information Studies (iSchool) - The Original Information School - is proud of its position as a leader in the field.

  • Programs: MS in Information Management
  • Degrees: Master
Platt College

Turn your talents into a career at nationally recognized and accredited Platt College.

  • Programs: Software Development Coding
  • Degrees: Certificate
ABCO Technology
Los Angeles

ABCO Technology is an accredited computer training academy that offers diploma programs for individual students, professionals and companies to learn different areas of Information technology and seek gainful employment.

  • Programs: Programming, PHP , Java, more...
  • Degrees: Certificate

You’re serious about success. With your busy schedule and the desire to move your career forward, you can earn an accredited associate, bachelors or master’s degree at a pace that works for you anywhere, anytime, 24/7.

At AIU, the Serious U, you can get started to get ahead.

  • Programs: Bachelor's (BIT) - Software Analysis and Development
  • Degrees: Bachelor

See What’s Possible When You Earn a Degree at Florida Tech 100% Online

  • Programs: Bachelor of Arts in Business Administration/Computer Information Systems, Bachelor of Science in Computer Information Systems
  • Degrees: Bachelor
Matching School Ads

Additional Career Stories for Software Engineers For Applications

The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.

All Types

You are visiting:

Find a school near you

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Software Engineers For Applications, including:

Back to Top