Senior Cloud Support Analyst

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

📋 Description

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

• Act as a senior technical expert utilizing advanced diagnostic tools, procedures, and support methodologies.

• Ensure proactive and timely communication with customers regarding the status of issues, progress of investigations, service impacts, next steps, and any delays in resolution.

• Take ownership and responsibility for assigned cases and the overall customer support experience.

• Lead the triage and investigation of complex incoming support cases for Acuo/NilRead.

• Evaluate severity and customer impact, conduct thorough technical investigations, coordinate resources from both internal and customer teams, and escalate matters to engineering as needed.

• Apply advanced knowledge of Microsoft SQL Server and database diagnostic techniques for complex troubleshooting tasks.

• Detect potential software defects and recurring product issues, compile diagnostic evidence, and document defect cases for submission.

• Collaborate with customers and internal technical teams to identify and resolve issues across Acuo/NilRead/NilNexus and related technologies.

• Work with Microsoft SQL Server, Windows Server, networking, storage, DICOM workflows, and integrated healthcare systems.

• Mentor, coach, and train team members while providing constructive feedback.

• Assist in the creation of technical documentation and knowledge resources.

• Adhere to change-control procedures and enhance support processes, team knowledge, and the customer experience.

⛳️ Requirements

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

• Extensive experience in a technical support or service role that involves direct customer interaction.

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

• Advanced skills in software and application support and diagnostics.

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

• Capability to execute established queries, analyze results, and utilize database information for troubleshooting purposes.

• Solid understanding of Windows Server, relational databases, networking, and enterprise application infrastructure.

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

• Excellent oral and written communication abilities.

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

• Ability to mentor and coach team members while escalating issues appropriately.

• Up to 10% travel may be required.

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

• Clinical PACS support experience is preferred.

• Experience collaborating directly with Radiologists, Radiologic Technologists, and PACS administrators.

• Understanding of PACS/VNA integration points with RIS, EHR, and reporting systems, including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles.

• Knowledge of diagnostic display calibration, window/level presets, compression, key images, annotations, and presentation states.

• Familiarity with Hyland Acuo VNA, NilRead, PACSgear, healthcare imaging applications, EMR/EHR, RIS, dictation, or similar enterprise software applications.

• Awareness of cloud infrastructure and technologies.

• CIIP, PARCA, or ARRT certifications are preferred.

• Experience in departmental or enterprise settings related to Cardiology, Encounter Workflow, Visible Light Imaging, Pathology, ER clinical patient workflow, inpatient/outpatient clinical workflow, or Telemedicine is preferred.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Employee initiatives and community giving campaigns.

• Inclusive workplace culture.