Technical Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as a dedicated technical support resource for key strategic customer accounts.

• Provide premium support and nurture relationships with customer IT staff, clinical users, system administrators, and other stakeholders.

• Address customer inquiries via phone, email, and ticketing systems.

• Take ownership of customer issues, guiding them from investigation to resolution while providing timely status updates.

• Diagnose issues related to PACS, RIS, DICOM, HL7, EMR, applications, networking, databases, integration, and infrastructure.

• Analyze application logs, system events, database information, and monitoring tools.

• Conduct troubleshooting across Windows and Linux environments.

• Assist with SQL databases, application servers, network connectivity, system integrations, and public cloud settings.

• Execute approved maintenance, updates, upgrades, patches, and configuration modifications.

• Validate system functionality following maintenance, changes, and incident resolution.

• Escalate unresolved issues along with comprehensive troubleshooting documentation and evidence.

• Monitor and prioritize support tickets and incidents based on severity, customer impact, urgency, and SLAs.

• Collaborate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams.

• Support incident investigations, root cause analysis, post-incident reviews, critical incident response, and service restoration efforts.

• Maintain thorough records of incidents, troubleshooting efforts, resolutions, and system changes.

• Develop and update technical documentation, troubleshooting guides, knowledge base articles, and client-specific procedures.

• Contribute to improvements in support processes, incident management, and customer service.

• Work in collaboration with IT, Product, Engineering, Project Management, and Customer Success teams.

• Engage in implementations, upgrades, migrations, integrations, technical enhancements, testing, validation, and go-live activities.

• Monitor customer environments, alerts, performance indicators, service availability, and operational health metrics.

• Identify emerging technical risks and support proactive technical reviews and operational readiness checks.

• Participate in on-call rotations, after-hours support, and critical incident response initiatives.

• Provide technical guidance and training on products/services to customer administrators and IT personnel.

• Communicate technical issues and resolutions effectively to both technical and non-technical audiences.

⛳️ Requirements

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

• At least 5 years of experience in IT support, technical troubleshooting, or related technical roles (mandatory).

• Experience in supporting healthcare IT systems, ideally in radiology or medical imaging environments (mandatory).

• Strong expertise in Windows operating systems, including Windows 7 and higher and Windows Server (mandatory).

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

• Experience with MSSQL database management and relational database technologies (mandatory).

• Robust understanding of networking concepts, troubleshooting, and infrastructure support (mandatory).

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

• Proven ability to troubleshoot complex software applications and healthcare technology solutions (mandatory).

• Familiarity with public cloud environments and cloud-based integrations (mandatory).

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

• Strong analytical thinking, troubleshooting, and critical problem-solving skills (mandatory).

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

• Excellent customer service, relationship management, and technical support skills (mandatory).

• Outstanding written and verbal communication skills, effective with both technical and non-technical audiences (mandatory).

• Capability to independently investigate and manage technical issues, recognizing when escalation is needed (mandatory).

• Proficiency in managing multiple priorities and performing well under pressure (mandatory).

• Ability to collaborate effectively across cross-functional technical and business teams (mandatory).

• Capacity to provide professional and timely communication to customers throughout the incident lifecycle (mandatory).

• Willingness to work varied schedules and participate in on-call rotations (mandatory).

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

• Preferred: CCNA or CCNP certification.

• Preferred: CompTIA Linux+, RHCA, or RHCT certification.

• Preferred: Experience in radiology workflows.

• Preferred: Background in healthcare or clinical IT environments.

• Preferred: Advanced knowledge of healthcare imaging and workflow technologies.

• Preferred: Experience in enterprise PACS/RIS environments.

• Preferred: Experience with high-priority or strategic customer accounts.

• Preferred: Experience with cloud-hosted healthcare applications and infrastructure.

• Preferred: Familiarity with technical monitoring and alerting platforms.

• Preferred: Experience in incident investigation and root cause analysis.

• Preferred: Experience in customer-facing escalation management and SLA-driven support.

• Must reside in Mountain or Pacific Time / selected candidate must be based in the PST time zone.

• Must be legally authorized to work in the United States or meet sponsorship requirements.

🏝️ Benefits

• Flexible remote work arrangement.

• Up to 10% travel, both domestic and international.

• Participation in on-call and after-hours support.

• Opportunities for professional development through technical projects, training, and cross-functional collaboration.