Technical Support Engineer, RIS/PACS

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

📋 Description

• Act as the main technical support resource for customer healthcare IT initiatives.

• Offer second-level assistance for PACS/RIS and healthcare IT systems, addressing and resolving escalated technical challenges.

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

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

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

• Monitor and prioritize support queues, allocating tickets to the appropriate product or functional teams.

• Maintain comprehensive records of incidents, resolutions, workflows, and system modifications within the ticketing system.

• Participate in continuous improvement efforts, including support processes, knowledge base documentation, and root cause analysis initiatives.

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

• Foster and maintain robust relationships with key customers through proactive communication, updates, and technical advice.

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

• Execute DeepHealth RIS/PACS system updates, upgrades, and maintenance tasks.

• 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 align with customer and organizational requirements.

• Collaborate cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.

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

• Identify opportunities to elevate customer experience and contribute to ongoing operational and service improvements.

⛳️ 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.

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

• Strong knowledge of Windows operating systems (Windows 7 and later, 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.

• 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.

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

• Experience using ticketing systems and ITIL-based support methodologies.

• Excellent customer service, 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 perform 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 needed.

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

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

🏝️ Benefits

• This position may require occasional travel.