[Hiring] Digital Solutions Engineer @Diagnostica Stago

Role Description

The Digital Solutions Engineer (DSE) is Stago’s national subject-matter expert for middleware, connectivity, cybersecurity, and digital workflow optimization across our hemostasis portfolio. This role is pivotal to pre-sale success, seamless implementation, rapid escalations, and long-term digital adoption.

You are the technical backbone of Stago’s digital ecosystem, crafting best practices for middleware installations and leading the way on rule development, interface troubleshooting, and escalated digital issues. You partner with Training, Sales, Clinical Applications, Field Service, Product Management, and the SNA CSIRT team to ensure every customer is digitally enabled, digitally secure, and digitally confident.

The DSE plays a national-impact role, improving field capability, reducing digital escalations, strengthening customer confidence, and shaping the next generation of Stago’s digital products.

Qualifications

• Bachelor’s degree in Computer Science, Medical Technology, Information Systems, Biomedical Engineering, or related field required.
• 5+ years of experience in clinical diagnostics, middleware support, digital workflow design, technical IVD support, or support of digital products required.
• Strong knowledge of Microsoft Office.
• Good working knowledge of Windows Server Operating Systems preferred.
• Intermediate level experience with Database administration skills preferred.
• General knowledge of Microsoft SQL Server and MySQL DBMS software.
• Strong understanding of network configuration, connectivity, Windows OS, database structures, virtualization, and HL7/ASTM.
• Experience supporting digital tools in a clinical laboratory or IVD vendor setting.
• Valid driver’s license and passport with ability to travel domestically and/or globally.
• Up to 60% travel, including overnight and occasional international trips (Canada, France).

Requirements

• Craft a seamless and efficient end-to-end installation, configuration, and implementation process for Stago middleware solutions.
• Validate and troubleshoot ASTM/HL7, message integrity, interface mapping, and data flows.
• Serve as second-level support to field teams if troubleshooting is required.
• Collaborate with customer IT teams on network configuration, firewalls, permissions, virtualization, and database connections.
• Analyze data to identify if field employees are effectively using installation SOP or require repeat visits/second-level support often.
• Serve as project manager for Coag.One/st|hemE Manager implementations.
• Author, test, refine, and validate expert rules that support hemostasis workflows.
• Maintain a rule template library and ensure standardization across teams.
• Monitor performance of deployed rules and continuously optimize speed, ease of installation, and stability.
• Create best-practice frameworks for fast, repeatable rule deployment that outperform LIS-native rule engines.
• Serve as the national Tier-2 escalation point for all middleware/connectivity issues.
• Lead root cause analysis on digital failures (connectivity, message rejection, rule misfires, server/database issues).
• Track all ongoing troubleshooting, interim workarounds, and permanent fixes in alignment with quality standards.
• Train and empower frontline teams to handle Tier-1 support effectively, reducing unnecessary escalations.
• Own the digital/middleware workstream in pre-install planning, go-live, and post-go-live stabilization.
• Provide project milestones, dependencies, risk mitigation, and readiness assessments.
• Collaborate seamlessly with Clinical Applications, Service Engineering, Sales, Product Management, and Training.
• Ensure all installations meet Stago compliance, workflow, and cybersecurity requirements.
• Partner with the SNA CSIRT team on completion of cybersecurity forms, risk assessments, architecture documents, and mitigation plans.
• Assist customers in understanding digital security controls, deployment requirements, and industry best practices.
• Participate in customer calls as needed.
• Stay current on security, privacy, and digital compliance evolution.
• Participate in cybersecurity investigations impacting digital platforms or middleware.
• Maintain a repository of official documents from Stago Global teams.
• Gather nuanced, authentic customer feedback about digital usability, UI flow, performance constraints, and rule needs.
• Provide structured feedback to Product Management to influence roadmap, features, and future launches.
• Act as early adopter / pilot lead for new digital releases and verify backwards compatibility.
• Support Marketing with expert input for messaging, value proposition, and customer materials.
• Maintain all middleware documentation including installation guides, rule-development guides, interface maps, version notes, and troubleshooting guides.
• Build digital playbooks to codify best practices, workflows, and escalation paths.
• Support the training of all internal teams on all digital products.
• Integrate digital components into all Stago training programs (customer and internal).
• Responsible for prompt problem resolution for customers while including local support teams in the process.
• Perform all other duties as assigned by management.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.