Advanced Application Platform Support Specialist

Viz.ai

22h•Remote

About The Position

As an Advanced Application Platform Support Specialist, you'll be the first responder for external customers, tackling technical issues via phone, email, and text. Your responsibilities include logging and managing support cases, swiftly responding to monitored alerts, and collaborating with internal teams to coordinate resolutions. Beyond issue resolution, you'll contribute to continuous improvement by identifying recurring problems and seeking customer feedback. With proven experience, strong problem-solving skills, and excellent communication, you'll play a vital role in maintaining a positive customer experience. Shift preferred: Monday - Friday 8:00 am PST - 5:00 pm PST

Requirements

2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers
Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

Nice To Haves

Linux system administration experience is preferred
Healthcare interface/integration and medical imaging (DICOM) experience is a plus
Experience supporting FDA-regulated software as a medical device (SaMD) is a plus

Responsibilities

Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks.
Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues.
Monitor/support 24×7×365 hosted Linux VMs and AWS cloud integrations; interpret Grafana alerts and resolve or escalate with hospital IT teams.
Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback.
Triage a wide range of issues across hardware, software, network connectivity, clinical applications, desktops, laptops, mobile devices, and peripherals.
Utilize internal tools (Jenkins/Grafana/AWS configs) to resolve DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software issues.
Analyze Coralogix logs for system performance/data processing.
Create/maintain documentation in ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.