Technical Support Engineer

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

📋 Description

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

• Deliver premium technical assistance and tailored service.

• Establish strong relationships with customer IT personnel, clinical users, system administrators, and stakeholders.

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

• Take ownership of customer issues from investigation to resolution while providing regular status updates.

• Offer advanced technical support for PACS, RIS, and healthcare IT applications.

• Troubleshoot issues related to application functionality, system performance, networking, databases, integrations, infrastructure, DICOM, HL7, EMR, and cloud environments.

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

• Conduct troubleshooting across both Windows and Linux environments.

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

• Carry out approved maintenance, updates, upgrades, patches, and configuration changes.

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

• Monitor tickets and incidents, prioritize based on severity and customer impact, and adhere to SLA and escalation procedures.

• 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.

• Maintain incident records, technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures.

• Contribute to enhancements in support processes and workflow optimization.

• Work alongside 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, application performance, service availability, and operational health metrics.

• Identify emerging risks and take part in maintenance, readiness checks, on-call rotations, and after-hours support.

• Provide technical guidance, product/service training, and explanations suitable for both technical and non-technical audiences.

⛳️ Requirements

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

• A minimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles (required).

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

• Strong knowledge of Windows operating systems, including Windows 7 and above, as well as Windows Server (required).

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

• Familiarity with MSSQL database management and relational database technologies (required).

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

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

• Proven track record in troubleshooting complex software applications and healthcare technology solutions (required).

• Experience with public cloud environments and cloud-based integrations (required).

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

• Strong troubleshooting, analytical thinking, and critical problem-solving abilities (required).

• Experience with ticketing systems and ITIL-based support processes (required).

• Excellent customer service, relationship management, and technical support experience (required).

• Exceptional written and verbal communication skills applicable to both technical and non-technical audiences (required).

• Ability to independently investigate and manage technical issues, recognizing when escalation is necessary (required).

• Capacity to manage multiple priorities and work effectively under pressure (required).

• Ability to collaborate across diverse technical and business teams (required).

• Capability to provide professional and timely customer communication throughout the incident lifecycle (required).

• Flexibility to work varied schedules and participate in on-call rotations (required).

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

• Professional communication and interpersonal skills (required).

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

• Preferred certifications include CCNA, CCNP, CompTIA Linux+, RHCA, or RHCT.

• Preferred experience in radiology workflow and healthcare/clinical IT.

• Preferred advanced knowledge of healthcare imaging and workflow technologies.

• Preferred experience with enterprise PACS/RIS, strategic account management, cloud-hosted healthcare applications, monitoring/alerting, incident investigation, root cause analysis, escalation management, and SLA-driven support.

🏝️ Benefits

• Remote work arrangement.

• Domestic/international travel up to 10%.

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

• Opportunities for customer and product training.

• Professional development through technical knowledge sharing and continuous improvement initiatives.