Technical Services Engineer

DeepHealth•Boston, MA

14h•Remote

About The Position

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. The role works closely with cross-functional teams to resolve incidents, maintain high service quality, and improve support processes. It coordinates projects and owns tasks while serving as the primary point of contact for customer communication and issue resolution. The engineer serves as the primary implementation resource for client projects from kick-off through completion and provides second-level support for healthcare IT systems, including troubleshooting and resolving escalated technical issues. The position responds to user inquiries through phone, email, and ticketing systems; participates in a rotating schedule to monitor and triage the support queue; and assigns tickets to the appropriate product or functional teams. It collaborates with IT, Product, and Engineering teams on complex issues, maintains incident and workflow records, supports key customers, and contributes to the knowledge base and support-process improvements. The role also ensures compliance with regulatory standards and internal IT policies. Occasional travel may be required. The position is remote.

Requirements

At least 5 years of experience in an IT support role.
Bachelor’s degree in IT, Healthcare Informatics, or a related field, or equivalent experience.
Proven IT support experience, preferably in healthcare or clinical environments.
Strong customer relationship and call center support skills.
Strong IT, networking, and general computer skills.
Hands-on experience with PC and server hardware platforms and command lines on Linux and Windows.
Experience troubleshooting complex applications and software products.
Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration.
Familiarity with healthcare IT systems, including EMR and clinical software.
Experience with ticketing systems and ITIL-based support processes.
Knowledge of archival and storage media.
Excellent troubleshooting, diagnostic, and analytical skills.
Strong written and verbal communication skills.
Ability to manage multiple tasks, work under pressure, and collaborate across teams.
Flexibility to work varied hours and participate in on-call rotations.

Nice To Haves

PACS, Radiology, DICOM, or HL7 experience.
Radiology workflow experience.
CompTIA Linux, RHCA, or RHCT certification.
CCNA or CCNP certification.
Proficiency in additional languages, particularly for EU or international regions.

Responsibilities

Coordinate projects and own tasks while serving as the primary contact for customer communication and issue resolution.
Serve as the primary implementation resource for client projects from kick-off through completion.
Provide second-level support for healthcare IT systems, troubleshooting and resolving escalated technical issues.
Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.
Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
Contribute to continuous improvement of support processes and the knowledge base.
Ensure compliance with regulatory standards and internal IT policies.
Support key customers, maintaining positive relationships and providing updates and guidance as needed.
Follow DeepHealth policies and procedures, applicable laws, and data privacy, compliance, safety, and confidentiality standards.
Complete job responsibilities in a quality and timely manner and maintain regular, punctual attendance.