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 strategic and high-value customer accounts.

• Deliver premium support via phone, email, and ticketing systems.

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

• Troubleshoot PACS, RIS, DICOM, HL7, EMR, networking, databases, integrations, infrastructure, and healthcare IT applications.

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

• Diagnose issues in Windows and Linux environments, SQL databases, application servers, network connectivity, and cloud integrations.

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

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

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

• Assist in incident investigations, root cause analyses, post-incident reviews, and service restoration efforts.

• Maintain detailed records of tickets, incidents, troubleshooting steps, resolutions, and system changes.

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

• Contribute to improvements in support processes, incident management, workflow, and resolution times.

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

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

• Engage in scheduled maintenance, operational readiness checks, on-call rotations, after-hours support, and critical incident response.

• Provide customer training and technical guidance on system functionality, configurations, troubleshooting, and best practices.

• Report to and provide progress updates to the SAT Lead.

⛳️ Requirements

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

• At least 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 (Windows 7 and above, Windows Server).

• Solid experience in Linux system administration and command-line usage.

• Proficient in MSSQL database management and relational database technologies.

• Strong grasp of networking concepts, troubleshooting, and infrastructure support.

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

• Proven 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.

• Experience utilizing ticketing systems and ITIL-based support processes.

• Strong customer service, relationship management, and technical support capabilities.

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

• Ability to independently investigate and manage technical issues, knowing when escalation is necessary.

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

• Ability to collaborate with cross-functional technical and business teams.

• Flexibility to work varied schedules and engage in on-call rotations.

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

• Preferred: CCNA or CCNP certification.

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

• Preferred: Experience with radiology workflows.

• Preferred: Background in healthcare or clinical IT environments.

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

• Preferred: Experience in supporting enterprise PACS/RIS environments.

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

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

• Preferred: Experience with technical monitoring and alerting platforms.

• Preferred: Participation in incident investigations and root cause analyses.

• Preferred: Familiarity with customer-facing escalation management and SLA-driven support environments.

• Must adhere to applicable employment laws, DeepHealth policies, data privacy, compliance, safety, and confidentiality standards.

🏝️ Benefits

• Remote work arrangement.

• Travel up to 10%.

• Opportunities for on-call rotations, after-hours support, and critical incident response.