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 and high-value customer accounts.

• Deliver premium technical support and tailored customer service.

• Establish 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, providing continuous updates.

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

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

• Troubleshoot in both Windows and Linux environments.

• Execute authorized maintenance, upgrades, patches, and configuration changes.

• Confirm system functionality following maintenance and incident resolution.

• Escalate complex issues with thorough documentation and supporting evidence.

• Monitor tickets and incidents, prioritizing based on severity and SLA requirements, and facilitate escalations.

• Collaborate with PACS, RIS, Interoperability, Engineering, Infrastructure, IT, Product, Project Management, and Customer Success teams.

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

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

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

• Contribute to improvements in support processes and workflows.

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

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

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

• Provide technical guidance and training on products/services to customers.

• Clarify technical issues, workflows, configurations, and solutions to both technical and non-technical audiences.

⛳️ Requirements

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

• A minimum of 5 years of experience in IT support, technical troubleshooting, or similar technical roles.

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

• Strong knowledge of Windows operating systems, including Windows 7 and later, as well as 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.

• Familiarity with PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.

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

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

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

• Proficient in using ticketing systems and ITIL-based support processes.

• Exceptional customer service, relationship management, and technical support skills.

• Strong written and verbal communication abilities for both technical and non-technical audiences.

• Ability to independently investigate and manage technical issues, recognizing when escalation is needed.

• Capable of managing multiple priorities and performing effectively under pressure.

• Skilled in collaborating across technical and business teams.

• Committed to providing professional and timely communication to customers throughout the incident lifecycle.

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

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

• Adherence to employment, data privacy, safety, and confidentiality standards.

• Candidate must reside in Mountain or Pacific Time zones.

• Preferred: CCNA or CCNP certification.

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

• Preferred: Experience with radiology workflows.

• Preferred: Background in healthcare or clinical IT.

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

• Preferred: Experience in enterprise PACS/RIS support.

• Preferred: Background in high-priority or strategic customer account support.

• 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.

🏝️ Benefits

• Remote work arrangement.

• Domestic/international travel up to 10%.

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

• Opportunities for customer and technical training.

• Involvement in technical projects, implementations, upgrades, migrations, integrations, and enhancements.