Technical Support Engineer

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

📋 Description

• Act as the main technical support resource for PACS in customer healthcare IT initiatives.

• Provide second-level assistance for PACS/RIS and healthcare IT systems, addressing and resolving escalated technical challenges.

• Address customer queries through phone, email, and ticketing systems.

• Manage projects and tasks while being the primary point of communication for customers regarding issue resolution.

• Collaborate with IT, Product, Engineering, and Project Management teams to tackle complex problems.

• Monitor and prioritize support queues, assigning tickets to the relevant product or functional teams.

• Keep comprehensive records of incidents, resolutions, workflows, and system modifications in the ticketing system.

• Participate in enhancing support processes, documenting knowledge bases, and conducting root cause analyses.

• Ensure adherence to healthcare regulatory standards and internal IT policies.

• Foster customer relationships through proactive communication, updates, and technical support.

• Provide training on products and services to administrators, service-level users, and clients.

• Execute updates, upgrades, and maintenance for RIS/PACS systems.

• Conduct technical evaluations for pre-sales and offer level-of-effort assessments.

• Integrate and support solutions within public cloud environments and healthcare imaging platforms.

• Design, implement, document, and provide support for technical solutions.

• Work collaboratively to ensure customer satisfaction, effective issue resolution, and operational success.

• Educate customers on system functionalities and best practices to enhance healthcare delivery and workflow efficiency.

• Identify opportunities for improving customer experiences and enhancing ongoing operations and services.

⛳️ Requirements

• Experience in the healthcare industry is essential.

• Practical experience supporting healthcare IT environments, ideally in radiology, medical imaging, or clinical systems.

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.

• At least 5 years of experience in IT support roles.

• A minimum of 3 years in a similar technical support role focused on healthcare or radiology.

• Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).

• Proficient in Linux system administration and command-line operations.

• Experience with MSSQL database management and relational database technologies.

• Solid understanding of networking concepts, troubleshooting, and infrastructure support.

• Experience in supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.

• Demonstrated ability to troubleshoot complex software applications and healthcare technology solutions.

• Familiarity with public cloud environments and cloud-based integrations.

• Knowledge of scripting, data serialization, and reporting tools such as SSRS.

• Strong understanding of PC/server hardware platforms and general IT infrastructure.

• Familiarity with ticketing systems and ITIL-based support processes.

• Excellent troubleshooting, analytical thinking, and critical problem-solving skills.

• Strong customer service, relationship management, and call center support experience.

• Exceptional written and verbal communication skills for both technical and non-technical audiences.

• Proficient in English communication.

• Ability to handle multiple priorities and work effectively under pressure.

• Capability to collaborate efficiently across cross-functional technical and business teams.

• Ability to build and nurture strong customer relationships through proactive communication and technical guidance.

• Willingness to work varied schedules and participate in on-call rotations as necessary.

• Availability to support customers and work with teams across US time zones.

🏝️ Benefits

• Remote work environment.

• Flexibility in work schedules.

• Participation in on-call rotations.

• Opportunities to support and collaborate with international teams.

• Opportunities to deliver product and service training.

• Contribution to continuous improvement initiatives and knowledge base documentation.