Advanced Application Platform Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to both technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks.

• Work collaboratively with customer IT departments and internal Viz.ai customer-facing and technical teams to identify and resolve issues.

• Oversee and support 24×7×365 hosted Linux VMs and AWS cloud integrations; interpret Grafana alerts and address or escalate them with hospital IT teams.

• Engage with the Viz.ai Product team to provide suggestions for product updates or feature enhancements based on customer input.

• Assess a diverse array of issues spanning hardware, software, network connectivity, clinical applications, desktops, laptops, mobile devices, and peripherals.

• Leverage internal tools (Jenkins/Grafana/AWS configurations) to troubleshoot DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software challenges.

• Examine Coralogix logs to evaluate system performance and data processing.

• Develop and maintain documentation in the ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.

⛳️ Requirements

• A minimum of 2 years of experience providing enthusiastic and empathetic technical support and customer service in a software as a service (SaaS) environment to external clients.

• Exceptional communication skills (via phone, email, chat, and documentation) with a proven history of continuous improvement.

• Practical experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications.

• Preferred experience in Linux system administration.

• Experience with healthcare interface/integration and medical imaging (DICOM) is advantageous.

• Familiarity with supporting FDA-regulated software as a medical device (SaMD) is a plus.

• You incorporate AI into your workflow, utilizing tools like ChatGPT to boost productivity and output.

🏝️ Benefits

• Medical, Dental, and Vision insurance

• 401(k)

• Generous vacation

• Additional benefits