Job Description

The ideal candidate would be located in the Tampa, FL area.

Summary: 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.

Essential Duties and Responsibilities:

Middleware Installation & Configuration

• 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. Work with field manager to ensure employee has additional training.
• Serve as project manager for Coag.One/st|hemE Manager implementations.

Rule Development & Optimization

• 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

Support & Digital Escalation Leadership

• Serve as the national Tier-2 escalation point for all middleware/connectivity issues originating from:
• Clinical Applications
• Hotline
• Field Service
• Customer IT teams
• Lead root cause analysis on digital failures (connectivity, message rejection, rule misfires, server/database issues).
• Work with st|hemE support, Hotline, Quality, and Marketing on troubleshooting and support efforts
• 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

Implementation Leadership & Cross-Functional Collaboration

• 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 on workflow integration
• Service Engineering on instrument–digital interaction
• Sales on pre-sale digital demos or evaluations
• Product Management & HQ Digital Teams on feature needs
• Training to embed digital in all Stago education. Support and supplement training efforts as SMEs in the creation and delivery of in-person and online training material.
• Ensure all installations meet Stago compliance, workflow, and cybersecurity requirements.

Cybersecurity & Compliance Partnership

• 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 (FDA, CAP, CLSI, AAMI, cybersecurity frameworks).
• Participate in cybersecurity investigations impacting digital platforms or middleware.
• Maintain a repository of official documents from Stago Global teams. Make requests for updated information as necessary

Product Feedback, Innovation, and Pilot Leadership

• 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.

Documentation, Knowledge Sharing & Field Development

• Maintain all middleware documentation:
• Installation guides
• Rule-development guides
• Interface maps
• Version notes
• 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 but must include local support teams in the process so all teams gain middleware knowledge.

Performs all other duties as assigned by management.

Education and/or Experience:

• Bachelor’s degree in Computer Science, Medical Technology, Information Systems, Biomedical Engineering, or related field required plus 5+ years of experience in clinical diagnostics, middleware support, digital workflow design, technical IVD support, or support of digital products required
• To perform this job successfully, the individual should have a strong knowledge of Microsoft Office and a good working knowledge of Windows Server Operating Systems is preferred. The Individual should have intermediate level experience with Database administration skills are preferred, and the individual should have a general knowledge of Microsoft SQL Server and MySQL DBMS software. Computer network infrastructure and Windows networking skills are highly preferred
• 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)

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. 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.