Technical Support Engineer

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

📋 Description

• Act as the main technical support resource for the Clinical AI product line.

• Provide initial support for Clinical AI products and healthcare IT systems, addressing and resolving escalated technical challenges.

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

• Manage projects and take responsibility for tasks while being the primary contact for customer communication and issue resolution.

• Work collaboratively with Level Two support, Strategic Account Support, IT, Product, Engineering, and Project Management teams to escalate and resolve intricate issues.

• Oversee and prioritize support queues, directing tickets to the appropriate product or functional teams.

• Keep thorough records of incidents, resolutions, workflows, and system modifications within the ticketing system.

• Contribute to continuous improvement efforts, including refining support processes, enhancing knowledge base documentation, and conducting root cause analysis.

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

• Foster and maintain strong relationships with key customers through proactive communication, updates, and technical support.

• Provide product and service training to administrators, service-level users, and customers as required.

• Execute updates, upgrades, and maintenance activities for the DeepHealth Clinical AI product system.

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

• Integrate and support solutions within public cloud environments and DeepHealth platforms.

• Design, implement, document, and support technical solutions that fulfill customer and organizational requirements.

• Collaborate across internal teams 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 areas for improving customer experience and contribute to ongoing operational and service enhancements.

⛳️ Requirements

• 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.

• Solid knowledge of Windows operating systems (Windows 7 and newer, Windows Server).

• Strong experience in Linux system administration and command-line operations.

• Proficiency in MSSQL database management and relational database technologies.

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

• Experience with 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 analytical thinking, troubleshooting, and critical problem-solving abilities.

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

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

• Outstanding written and verbal communication skills with both technical and non-technical audiences.

• Capability to manage multiple priorities and work effectively under pressure.

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

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

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

• Professional communication and interpersonal skills are essential for internal and external customer interactions.

🏝️ Benefits

• This position may require occasional travel.

• Flexible work arrangements.