Technical Support Engineer

Schedule: US Timezone Coverage 

• Serve as the primary PACS technical support resource for customer healthcare IT projects.
  
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
  
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
  
• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
  
• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
  
• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
  
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
  
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
  
• Ensure compliance with healthcare regulatory standards and internal IT policies.
  
• Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
  
• Deliver product and service training to administrators, service-level users, and customers as needed.
  
• Perform RIS/PACS system updates, upgrades, and maintenance activities.
  
• Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
  
• Integrate and support solutions within public cloud environments and healthcare imaging platforms.
  
• Design, implement, document, and support technical solutions that meet customer and organizational requirements.
  
• Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
  
• Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
  
• Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.
  

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
  
• Minimum of 5 years of experience in IT support roles.
  
• Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.
  
• Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).
  
• Strong Linux system administration and command-line experience.
  
• Experience with MSSQL database management and relational database technologies.
  
• Strong understanding of networking concepts, troubleshooting, and infrastructure support.
  
• Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
  
• Proven experience troubleshooting complex software applications and healthcare technology solutions.
  
• Experience with public cloud environments and cloud-based integrations.
  
• Familiarity with scripting, data serialization, and reporting tools such as SSRS.
  
• Strong understanding of PC/server hardware platforms and general IT infrastructure.
  
• Experience using ticketing systems and ITIL-based support processes.
  

• Strong troubleshooting, analytical thinking, and critical problem-solving skills.
  
• Strong customer service, relationship management, and call center support experience.
  
• Excellent written and verbal communication skills with both technical and non-technical audiences.
  
• Excellent English communication skills.
  
• Ability to manage multiple priorities and work effectively under pressure.
  
• Ability to collaborate effectively across cross-functional technical and business teams.
  
• Ability to build and maintain strong customer relationships through proactive communication and technical guidance.
  

• Flexibility to work varied schedules and participate in on-call rotations as required.
  
• Availability to support customers and collaborate with teams across US time zones.
  
• Remote work environment with occasional coordination across international teams.