Technical Support Engineer

This is a remote position. Healthcare industry experience is mandatory for this position. Candidates must have hands-on experience supporting healthcare IT environments, preferably within radiology, medical imaging, or clinical systems. - Serve as the primary PACS technical support resource for customer healthcare IT projects. - Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues. - Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. - Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. - Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. - Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. - Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. - Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. - Ensure compliance with healthcare regulatory standards and internal IT policies. - Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. - Deliver product and service training to administrators, service-level users, and customers as needed. - Perform RIS/PACS system updates, upgrades, and maintenance activities. - Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. - Integrate and support solutions within public cloud environments and healthcare imaging platforms. - Design, implement, document, and support technical solutions that meet customer and organizational requirements. - Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. - Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. - Identify opportunities to improve 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. - Minimum of 5 years of experience in IT support roles. - Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role. - Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server). - Strong Linux system administration and command-line experience. - 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 experience troubleshooting complex software applications and healthcare technology solutions. - Experience with public cloud environments and cloud-based integrations. - Familiarity with scripting, data serialization, and reporting tools such as SSRS. - Strong understanding of PC/server hardware platforms and general IT infrastructure. - Experience using ticketing systems and ITIL-based support processes. Soft Skills - Strong troubleshooting, analytical thinking, and critical problem-solving skills. - Strong customer service, relationship management, and call center support experience. - Excellent written and verbal communication skills with both technical and non-technical audiences. - Excellent English communication skills. - Ability to manage multiple priorities and work effectively under pressure. - Ability to collaborate effectively across cross-functional technical and business teams. - Ability to build and maintain strong customer relationships through proactive communication and technical guidance. Working Conditions - Flexibility to work varied schedules and participate in on-call rotations as required. - Availability to support customers and collaborate with teams across US time zones. - Remote work environment with occasional coordination across international teams. Originally posted on Himalayas