Cloud Support Analyst

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

📋 Description

• Diagnose and resolve moderately complex issues related to Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink applications, systems, databases, connectivity, and medical imaging workflows.

• Maintain consistent and timely communication with customers regarding the status of issues, the progress of investigations, service impacts, next steps, and any delays.

• Manage and prioritize incoming support cases for Acuo/NilRead.

• Evaluate severity and customer impact, conduct technical investigations, and collaborate with internal or customer resources to expedite resolution.

• Execute predefined Microsoft SQL Server queries and database diagnostic procedures.

• Analyze database results, detect potential software defects and recurring issues, collect diagnostic evidence, and submit detailed defect reports.

• Work alongside customers and internal technical teams to identify issues across enterprise imaging applications and associated technologies.

• Document troubleshooting steps, diagnostic results, known issues, and solutions.

• Adhere to change-control protocols and customer-environment procedures when implementing or coordinating system changes.

⛳️ Requirements

• An Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related discipline, or a comparable combination of education and experience.

• Proven experience in a customer-facing technical support or service role.

• Strong critical-thinking, analytical troubleshooting, and problem-solving abilities.

• Proficiency in software and application support and diagnostics.

• Experience with Microsoft SQL Server or a similar relational database platform.

• Understanding of Windows Server, relational databases, networking, and enterprise application infrastructures.

• Exceptional organizational, multitasking, prioritization, and time-management capabilities.

• Excellent oral and written communication skills.

• Strong customer-service orientation with a sense of ownership and accountability for customer issues.

• Ability to thrive in a fast-paced technical support environment and escalate issues as needed.

• Up to 10% travel may be necessary.

• Familiarity with healthcare imaging technologies such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows.

• Experience working with Radiologists, Radiologic Technologists, and PACS administrators.

• Knowledge of RIS, EHR, HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles.

• Working knowledge of Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or similar enterprise software solutions.

• Familiarity with cloud infrastructure and related technologies.

• CIIP, PARCA, or ARRT certifications are advantageous.

• Prior clinical PACS support experience and familiarity with departmental or enterprise healthcare workflows are preferred.

🏝️ Benefits

• Resources for career development.

• Programs focused on employee wellbeing.

• Practices that encourage innovation.

• A culture that promotes inclusivity in the workplace.

• Employee initiatives and community engagement campaigns.