Website Bausch + Lomb
Overview
This role supports the deployment, configuration, and ongoing performance of Bausch + Lomb Surgical’s Data Bridge software (a lightweight application that enables secure, reliable movement of diagnostic data to the cloud-based platform). The specialist will lead installation, onboarding, troubleshooting, and customer support activities to ensure seamless connectivity between in-clinic devices and cloud services.
Responsibilities
Installation & Onboarding
• Perform remote and on-site installation of the Data Bridge application across customer environments.
• Configure device connections, network permissions, and cloud authentication needed for secure data transmission.
• Validate data flow end-to-end using clinical devices (e.g., biometers, topographers, diagnostics).
• Guide customers through onboarding, system validation, and initial workflow setup.
• Document installation steps, customer environment details, and configuration notes.
Support & Troubleshooting
• Provide Tier 1-2 application support for customers and internal staff.
• Monitor data flow performance, bridge connectivity, system logs, and error conditions; proactively address issues.
• Diagnose and resolve issues related to device integration, network access, firewall rules, local OS conflicts, and application settings.
• Escalate complex technical issues to engineering with detailed findings and reproduction steps.
• Manage a support queue (phone, email, ticketing) and respond with established SLAs.
Customer Experience & Cross-Functional Collaboration
• Maintain strong relationships with clinics, ASC staff, and technical personnel during and after installation.
• Communicate technical concepts clearly to both clinical and non-technical users.
• Collaborate with product management, R&D, and field operations to improve software reliability and customer workflows.
• Identify trends or recurring issues and recommend enhancements to the Data Bridge or supporting tools.
Qualifications
Required
• BA/BS degree in IT, Computer Science, Engineering, or related field – OR equivalent professional experience in a similar technical support/installation role.
• 3+ years of experience in application installation, software support, or IT system administration.
• Strong understanding of Windows environments, networking fundamentals, firewalls, and permissions.
• Experience troubleshooting device connectivity, API/bridge applications, or cloud-based data workflows.
• Excellent organization, communication, and customer-facing skills.
• Ability to manage multiple installations and support cases simultaneously.
• Analytical mindset with strong problem-solving ability.
Preferred
• Experience in healthcare IT, ophthalmology, or working with EMRs/EHRs.
• Prior support experience involving diagnostic or imaging devices.
• Understanding of interoperability standards (HL7, FHIR, DICOM) and interface engines (e.g., Mirth).
• Experience with IoT-style integrations between hardware and cloud platforms.
• Ability to translate user issues into actionable engineering feedback.
Preferred Certifications
• CompTIA A+ (foundational IT troubleshooting)
• CompTIA Network+ (connectivity fundamentals)
• CompTIA Security+ (security awareness and risk management)
• Microsoft Windows Client or Microsoft 365 certifications
• Healthcare IT certifications (HIMSS, etc.) optional
• EMR/HER vendor training (Epic, Cerner, ModMed, Nextech, etc.) a plus
Work Environment
This is a remote-first position with approximately 20% travel for onsite installations, limited support needs, and occasional internal meetings.
Learn more at https://www.bauschsurgical.com/
To apply for this job please visit careers.bauschlomb.com.