Support Engineer – Teleradiology

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

📋 Description

• Deliver Level 2 support to radiologists and clinical teams in the US, focusing on reading workstations, diagnostic viewers, PACS, and RIS.

• Diagnose issues related to HL7 v2.x interfaces, MLLP transport, ACK/NACK semantics, patient identifiers, accession mapping, and order-to-report matching.

• Address DICOM connectivity and image routing challenges, including C-STORE, C-FIND, C-MOVE, AE titles, ports, and retrieval of prior studies.

• Oversee patient identity management, specifically ADT A40 merges and handling of duplicate or mismatched MRNs.

• Conduct daily interface reconciliation and manage the requeue or resend of failed deliveries.

• Sustain integration infrastructure, including Linux edge nodes, routing rules, transformations, VPN tunnels, FHIR retrieval, and onboarding of facilities.

• Manage Level 2 Salesforce cases thoroughly in accordance with customer SLAs.

• Evaluate and respond to feedback, complaints, safety concerns, and potential patient harm.

• Identify and resolve study eligibility failures and ingest-to-result issues for SaaS AI products.

• Analyze suspected over-call and under-call reports, product errors, customer configurations, and version discrepancies.

• Provide Level 1 and Level 2 corporate IT support across Windows, macOS, and Linux platforms.

• Manage business SaaS applications, identity providers, SSO, MFA, conditional access, Intune, Jamf, endpoint security, device management, onboarding, and offboarding.

• Coordinate incident management across Harrison.ai, vendors, and client facilities.

• Achieve SEV-1 to SEV-4 response and restoration targets, oversee ITSM cases, and prepare root cause analyses.

• Operate Google Cloud and AWS infrastructures while supporting migration to managed Kubernetes.

• Adhere to HIPAA, GDPR, PHI, ISO, information security, and regulated change-control requirements.

• Develop runbooks and take part in a 24/7 on-call rotation.

⛳️ Requirements

• Minimum of 4 years in a technical support capacity encompassing end-user IT and production systems.

• At least 2 years of experience supporting clinical systems such as PACS, RIS, EMR/EHR, or clinical integration engines within healthcare or radiology settings.

• Proven expertise in troubleshooting HL7 v2.x across ADT, ORM, ORU, MDM, and DFT, including MLLP, ACK/NACK semantics, and failed-delivery requeue processes.

• Demonstrated proficiency in DICOM troubleshooting involving C-STORE, C-FIND, C-MOVE, AE titles, and port configurations.

• Practical experience in configuring healthcare integration engines and creating routing rules, transformations, and field mappings.

• Experience delivering Level 2 external customer support in accordance with contractual SLAs, with case ownership and escalation management.

• Familiarity with supporting internal users and corporate applications, including onboarding, offboarding, asset management, and device management.

• Strong knowledge of Microsoft 365, including Entra ID.

• Experience in Linux server administration with Ubuntu LTS or RHEL.

• Background in managing production workloads on Google Cloud or AWS.

• Practical experience with site-to-site VPNs utilizing IPsec or similar technologies.

• Knowledge of federated single sign-on across multiple identity providers.

• Solid understanding of HIPAA and healthcare data security principles.

• Familiarity with a formal incident severity model.

• Ability to navigate between clinical, customer, and internal tasks.

• Willingness to participate in a 24/7 on-call rotation.

• Preferred: Experience with Konica Minolta Exa Platform and Exa Viewer or similar PACS/RIS systems.

• Preferred: Knowledge of Interlinx or similar integration engines and EMR/EHR integrations such as Epic, Cerner, or Meditech.

• Preferred: Background in commercial SaaS or medical device customer support, including handling medical device complaints and post-market surveillance.

• Preferred: Familiarity with multiple PACS/RIS vendors, third-party incident coordination, and distributed edge nodes.

• Preferred: Knowledge of FHIR, containerization, Kubernetes, VMware, observability, OpenTelemetry, Python, Bash, or PowerShell.

• Preferred: Experience with Salesforce Service Cloud, Jira Service Management, regulated change control processes, and healthcare security frameworks.

• Preferred: Background in teleradiology operations, radiology workstation hardware, diagnostic monitor calibration, and a degree in IT or Computer Science or equivalent practical experience.

• Ability to work for extended periods at a computer and communicate effectively via phone, video, and written formats during time-sensitive incidents.

• Capability to occasionally lift and set up IT equipment weighing up to 25 pounds.

• Willingness to travel occasionally and work beyond standard business hours as part of the on-call rotation.

🏝️ Benefits

• Annual learning and development budgets.

• Mentoring opportunities.

• Participation in hackathons.

• Options for secondments.

• A transparent growth framework.

• Work-from-home options.

• Flexible working hours.

• Autonomy in your role.

• Inclusive policies that support fertility, parenthood, loss, and grandparenthood.

• Opportunities for global team collaboration.

• Commitment to being an Equal Opportunity Employer.