Support Engineer

Location: Cambridge, MA

Type: Full Time

Min. Experience: Mid Level

We solve healthcare’s matching problem. We provide technology, services, and solutions that precisely match drugs, medical procedures, care management programs, and medical devices to individuals.  We help our clients improve health outcomes and avoid spending hundreds of billions of healthcare dollars on the ineffective matching of treatments to patients and the resulting downstream medical costs. We use our breakthrough causal machine learning and simulation technology —REFS — to create solutions that slow disease progression, reduce adverse events, and optimize therapeutic effectiveness. These solutions include Advanced Illness and Palliative Care, Metabolic Syndrome, Patient Stratification in Clinical Trials and other Custom Modeling Offerings, in addition to the direct licensing of the REFS Technology. We also have a robust R&D pipeline of solutions which includes: Preterm Birth; Personalized Care Pathways in Oncology; Specialty Care (autoimmune and neurological disorders); Cardiovascular Disease, Diabetes, and Complex Patients; New Member Risk; and Provider Network Optimization.


Looking to make a difference in the world and help change the healthcare industry?  Federal mandates, increased healthcare IT adoption, and technological advances have made it possible for the healthcare industry to use advanced analytics to improve outcomes and reduce costs at the same time.  You will be helping us support the technology our team depends on to deliver our products to both our internal and external clients.We are looking for a Support Engineer to join our team and provide service to a distributed user base to make sure that the tools and technology that they need to succeed are working efficiently and effectively.

Using their strong verbal and written communication skills, this role will ensure the timely, efficient, secure operations of our technology tools to help power GNS’s web and analytic products and services by providing high-quality user support.  This position represents a tremendous opportunity for an experienced individual capable of working in a fast-paced, customer-focused, and challenging environment.  We are looking for someone who is a strong problem solver and has the ability and willingness to constantly learn and update their skills as well as be able to establish themselves as a critical player within a team.

The position, reporting to the IT Manager, is responsible for maintaining and troubleshooting systems in a security–critical environment based on needs/requirements.  Some project work also will be part of the responsibilities.  The Support Engineer will play an active role within the organization on a continuing basis and must be able to adapt and learn quickly.  Attention to detail and completeness of work (documentation) will be expected.  This is an exciting opportunity to join a rapidly growing company.


  • Deliver high-quality user support to users at all levels of the company as well as clients when needed to ensure timely and effective problem resolution
  • Provide hardware support for servers and client devices
  • Troubleshoot applications, OS, and network issues
  • Install new/rebuild existing desktops and laptops
  • Develop and maintain installation, configuration procedures, and other documentation
  • Support facility operations
  • Effectively communicate technical information in ways easily understood by the intended audience
  • Proactively resolve open issues with scientists or other team members as needed
  • Collaborate with other tech team members in an Agile development environment
  • Proactively communicate risks, obstacles, and deficiencies in plans to the IT team
  • Execute our standard policies, processes, and procedures in addition to contributing to the development and maintenance of new ones
  • Set up system-wide software
  • Contribute to business continuity and disaster recovery efforts
  • Conduct user training
  • Support the rest of the IT team as needed
  • Performs other activities and duties as deemed necessary


  • Strong written and verbal communication skills
  • Ability to self-organize and manage a set of tasks
  • High-degree of attention to detail
  • Detailed knowledge of Mac
  • Proficiency with Windows and Microsoft Office (Office 365 preferred)
  • Has basic understanding of TCP/IP networking; DHCP
  • Exposure to Agile and Scrum methodologies
  • Understanding of asset management
  • Demonstrated customer service experience and a broad problem solving ability with system software, network configurations, and standard software products across multiple platforms
  • Passion for learning and ability to adapt quickly
  • Desire to build positive relationships and deliver a great customer experience
  • Experience with OpenVPN, Linux, iOS, Android OS helpful, but not required
  • Previous healthcare experience especially privacy and security
  • An associate or bachelor’s degree in Information Technologies

GNS’ Company Culture

Our philosophy at GNS is simple:  We cannot transform healthcare with anything less than an all-star team. We are seeking smart, driven people who are experts in their field, have track record to success and a passion for creating change. We believe that strong, collaborative teams supercharge the performance of individuals, create a fun and dynamic workplace and great results for our clients and the people they serve.

GNS offers competitive salaries, stock options, paid holidays, vacation, health, dental, and vision insurance for employees and their families, life insurance, long- term disability and a 401(k) plan.  EOE 

No phone calls or Recruiters, please.


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