Technical Support Engineer, PACS

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

📋 Description

• Act as the main technical support resource for customer healthcare IT projects related to PACS.

• Provide advanced support for PACS/RIS and healthcare IT systems, addressing and resolving escalated technical challenges.

• Respond promptly and professionally to customer inquiries through phone, email, and ticketing systems.

• Oversee projects and assume responsibility for tasks while being the primary contact for customer interactions and issue resolution.

• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve intricate issues.

• Monitor and prioritize support queues, assigning tickets to the relevant product or functional teams.

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

• Engage in continuous improvement initiatives, including enhancing support processes, knowledge base documentation, and 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 guidance.

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

• Carry out updates, upgrades, and maintenance activities for the DeepHealth RIS/PACS system.

• Conduct pre-sales technical evaluations and offer assessments regarding the level of effort 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 needs.

• Collaborate across internal teams to ensure customer satisfaction, issue resolution, and operational success.

• Educate customers on system functionalities and best practices to enhance healthcare delivery and workflow efficiency.

• Recognize opportunities to elevate customer experience and contribute to ongoing enhancements in operations and services.

⛳️ Requirements

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

• At least 5 years of experience in IT support roles.

• Minimum of 3 years in a similar healthcare or radiology-focused technical support position.

• In-depth knowledge of Windows operating systems (Windows 7 and above, Windows Server).

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

• Experience with MSSQL database management and relational database technologies.

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

• Experience 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.

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

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

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

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

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

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

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

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

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

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

🏝️ Benefits

• Comprehensive health insurance plans.

• Opportunities for professional development and advancement.

• Flexible work schedules to promote work-life balance.

• Access to cutting-edge technology and tools.

• Supportive and collaborative team environment.