Senior Technical Support Engineer

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

📋 Description

• Act as the primary technical escalation point for intricate, multi-system challenges involving Reporting, HL7/integration, speech recognition, and customer Windows/PACS environments.

• Focus on identifying root causes of issues instead of providing temporary solutions.

• Lead the Technical Support response for P1/P2 incidents.

• Collaborate with Engineering on-call and manage customer-facing incident bridges.

• Provide post-incident reviews and root-cause analyses.

• Oversee technical support during enterprise go-lives, including readiness reviews, hypercare, and transition to steady-state support.

• Enhance ticket quality and SLA compliance through triage standards, escalation criteria, and the design of Zendesk/Linear workflows.

• Analyze ticket volume drivers and collaborate with Product and Engineering to address them.

• Create and maintain runbooks, troubleshooting guides, and Help Center resources.

• Mentor, shadow, and review tickets alongside support engineers.

• Collaborate with automation and AI teams to develop and implement triage, classification, and self-service tools.

• Represent Technical Support during Engineering triage, incident reviews, and release planning.

• Engage in and assist in leading the on-call rotation, which may include occasional night or weekend coverage.

• Contribute to the design of 24/7 coverage as the team expands.

⛳️ Requirements

• Over 6 years of experience in customer-facing technical roles within enterprise SaaS.

• A minimum of 2 years working as a senior or lead escalation resource.

• Practical experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital environment.

• Proficient in debugging web and desktop applications in complex Windows enterprise settings.

• Familiarity with log analysis, network/VPN troubleshooting, and SSO/identity issues (SAML, Azure AD, Okta, ADFS).

• Excellent written and verbal communication skills with physicians, IT administrators, executives, and internal teams.

• Experience in mentoring or coaching support engineers.

• Capability to thrive in a fast-paced startup environment and document as well as systematize processes.

• Preferred: experience with speech recognition or clinical documentation products.

• Preferred: knowledge of SQL, Python, PowerShell, n8n, or Tray.

• Preferred: familiarity with Better Stack, Datadog, FHIR, or Medplum.

• Preferred: experience with Zendesk, Linear, or equivalent support workflow tools.

• Preferred: background in a radiology practice, teleradiology group, or radiology-focused software company.

• Preferred: experience with multi-site enterprise health system deployments or Implementations/Professional Services.

• US work authorization is required.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision & Life insurance.

• HSA (with employer match), FSA, & DCFSA.

• 401(k).

• 11 Paid Company Holidays.

• Flexible PTO policy.

• Annual company-wide offsite.

• Periodic team offsites.

• Annual equipment stipend.