Advanced Application Platform Support Specialist

📋 Description

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

• Work in conjunction with customer IT departments and internal Viz.ai teams, both customer-facing and technical, to diagnose and resolve issues.

• Oversee and support 24/7/365 hosted Linux virtual machines and AWS cloud integrations; interpret Grafana alerts and either resolve or escalate issues with hospital IT teams.

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

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

• Employ internal tools (Jenkins/Grafana/AWS configs) to address DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software challenges.

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

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

⛳️ Requirements

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

• Strong 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 interfaces/integration and medical imaging (DICOM) is advantageous.

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

• You leverage AI as an integral component of your workflow, utilizing tools like ChatGPT to boost productivity and results.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• 401(k) plan.

• Generous vacation policy.

• Additional benefits offered.