System Support Analyst III

Intelerad

2d•$71,250 - $95,000•Remote

About The Position

The System Support Analyst III is a senior individual contributor and informal team leader within Intelerad's Client Support organization, responsible for resolving the most complex, high-impact technical issues across Intelerad's medical imaging platform. This role goes beyond reactive support — the System Support Analyst III drives systemic problem resolution, serves as a primary mentor and technical coach for junior analysts, influences product quality through deep cross-functional engagement, and shapes support processes that directly improve the customer experience and patient care outcomes. While this role does not carry formal supervisory responsibilities, it is a recognized leadership presence on the team: the go-to expert others rely on for technical guidance, case escalation support, and professional development. This is a role for a seasoned technical professional who leads through expertise, raises the bar for those around them, and takes genuine ownership of team-wide success.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
8+ years of progressive technical support experience, with demonstrated advancement in scope, complexity, and accountability.
5+ years of experience in a Tier 2 or Tier 3 support environment, with a strong track record of resolving complex, multi-system technical issues at the enterprise level.
Expert-level proficiency with relational database management systems — including MSSQL, Oracle, or MySQL — with the ability to develop, optimize, and troubleshoot complex SQL queries to diagnose application and data-layer issues.
Deep knowledge of network and web protocols (TCP/IP, LDAP, HTTP/HTTPS), firewalls, proxies, load balancers, and enterprise web server architectures.
Demonstrated experience supporting Linux operating systems and application server environments, including Apache Tomcat or equivalent.
Exceptional verbal and written communication skills, with a proven ability to convey complex technical findings clearly and credibly to both technical and non-technical audiences, including customer leadership and internal executives.
Ability to obtain US security clearance (US citizenship required).

Nice To Haves

Direct experience implementing, supporting, or troubleshooting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions in enterprise healthcare environments.
Experience supporting Windows operating systems across both desktop and server environments.
Familiarity with DICOM standards, HL7 messaging, and medical imaging interoperability concepts.
Experience mentoring or coaching junior technical support staff in a formal or informal capacity.
Prior involvement in support process improvement initiatives, including knowledge base development, SLA performance programs, or escalation framework design.
As part of a 24x7x365 support organization, participation in on-call and holiday rotation is required. Specific rotation schedules are determined by team needs and will be discussed during the hiring process.
Ability to obtain US security clearance is required (US citizenship required).

Responsibilities

Serve as the final escalation point for high-priority and high-complexity cases involving Intelerad’s medical imaging applications, infrastructure integrations, and enterprise healthcare environments. Apply expert-level diagnostic reasoning to drive timely, sustainable resolutions that minimize customer impact and protect clinical workflows.
Manage escalated and high-visibility customer cases end-to-end — from initial escalation through root cause confirmation and preventive follow-up — ensuring consistent, proactive communication and a customer experience that exceeds expectations at every stage of the case lifecycle.
Act as a trusted technical liaison between Support, Engineering, Product, and Technical Operations teams. Identify and clearly articulate product defects, infrastructure gaps, and systemic failure patterns; champion fixes and improvements that reduce repeat issues and strengthen platform reliability for all customers.
Act as a primary technical coach and informal team lead for Tier 1 and Tier 2 analysts — conducting case reviews, providing real-time guidance during active escalations, and sharing knowledge that accelerates the team's ability to resolve issues independently. Foster a culture of continuous learning and technical excellence within the Client Support team.
Identify trends in case volume, escalation patterns, and customer feedback to surface actionable insights. Actively contribute to support process improvements, tooling enhancements, and SLA performance initiatives that increase operational efficiency and customer satisfaction across the team.