Service Operations Engineer - 0-5 years' experience (Denver,CO/Shelton,CT)

As a Service Operations Engineer, you'll provide first-line support, take ownership of services rather than just tickets, and coordinate with vendors when issues need to go beyond your desk. You'll join a team of experts on the tools and processes we use to support our customers every day — a team that not only serves customers directly but also supports our broader portfolios by triaging incoming requests and building distributed ownership across our key operational platforms.

What You'll Do

• Gather relevant information, clearly document reported issues, and perform initial troubleshooting.
• Resolve common technical issues using established processes, documentation, and available tools.
• Triage incoming support cases by assessing their urgency, impact, and technical complexity, then route them to the appropriate technical resource or team.
• Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required.
• Maintain accurate case records, troubleshooting notes, and resolution details.
• Identify recurring issues and contribute to internal documentation and process improvements.
• Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience.
• Build technical knowledge of Sectra solutions, customer environments, and support processes through ongoing training and hands-on experience.
• Own and support internal Customer Operations tools, such as softphones, including administration, maintenance, and ongoing user support
• Provide coverage across multiple Helpdesk support shifts based on business and scheduling needs.
• Occasional work outside of standard business hours may be required
• Travel as required, up to 25%.

Who You Are

• You have 0–5 years of experience in technical support, systems administration, IT, healthcare technology, or a related technical field
• You act with confidence and ownership — you don't wait to be told to pick up a problem
• You're naturally curious and enjoy learning how systems work and solving technical problems
• You bring a strong willingness to learn and develop new technical skills
• You have exposure to Windows and/or Linux environments, networking fundamentals, or troubleshooting concepts through work, internships, school, or personal projects
• You're comfortable using remote desktop applications to access, troubleshoot, and support systems remotely
• You have proficient, hands-on experience with tools like Jira and Confluence, and are comfortable working within the Atlassian ecosystem for ticketing, documentation, and knowledge sharing
• You communicate clearly and work well with both technical and non-technical individuals
• You're organized, dependable, and comfortable managing multiple priorities in a fast-moving environment
• You enjoy collaborating with others and contributing to a team-oriented environment
• Experience with healthcare IT, SQL, cloud technologies, DICOM, HL7, scripting, or virtualization is beneficial but not required\

• Contribute to technology that supports critical areas of healthcare and patient care
• Get hands-on first-line ownership of real customer issues from day one — no sitting on the sidelines
• Join a collaborative organization focused on learning, mentorship, and professional growth
• Build a foundation for future career growth into areas such as cloud engineering, integrations, project engineering, cybersecurity, or advanced technical leadership
• Work alongside experienced professionals who are invested in helping you grow and succeed

• Salary range: $70,000–$105,000, based on experience and qualifications
• Comprehensive medical, dental, and vision coverage
• Generous paid time off and paid parental leave
• Retirement plan with company match
• Ongoing learning and professional development opportunities
• Collaborative and supportive team environment

Sectra is proud to be an equal opportunity employer and is committed to creating an inclusive workplace for all employees and applicants.