L2 Support Engineer

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

📋 Description

• Conduct in-depth analysis of the TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics.

• Address workflow, imaging, and device-level challenges that exceed L1 support capabilities.

• Confirm network/firewall prerequisites, connectivity, and data flows.

• Execute diagnostics including log analysis, workflow validation, and error tracebacks.

• Escalate issues to L4 for software defects, CI/CD challenges, cloud outages, and security incidents.

• Create and update Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, and runbooks.

• Engage in Root Cause Analysis (RCA) reviews and problem management processes.

⛳️ Requirements

• 3 to 6 years of experience in L2 support, NOC/SRE, platform support, or medical device support.

• Excellent problem-solving skills and a strong ability to troubleshoot deeply.

• Familiarity with radiology workflows, including PACS and DICOM preferred.

• Proficient in using Remote Monitoring and Management (RMM) tools (NinjaOne) and observability tools (Datadog/Splunk).

• Understanding of cloud concepts, such as basic AWS and GCP knowledge.

• Strong judgment in escalation situations and effective communication skills.

🏝️ Benefits

• Employees have the opportunity to work remotely.