Technical Support Engineer #3

Novarad Corporation•Provo, UT

3d•Onsite

About The Position

As a Technical Support Engineer III, you'll serve as one of Novarad's technical experts and a trusted resource for both customers and teammates. You'll solve our most complex technical challenges, mentor fellow engineers, and work closely with Escalation, Customer Success, and Technical Operations to improve our products and customer experience. This role provides a clear path for those interested in leadership opportunities. You'll help shape technical processes, influence product improvements, and develop the next generation of support engineers while remaining hands-on with advanced troubleshooting. Candidates must reside in the Greater Provo/Salt Lake City area and be able to work onsite.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Five or more years of experience supporting enterprise software, systems administration, healthcare IT, or a related technical field.
Experience administering Microsoft Windows Server environments, including Active Directory, LDAP, DNS, DHCP, and Group Policy.
Strong troubleshooting experience across Windows operating systems, enterprise applications, networking, servers, databases, and hardware.
Working knowledge of Microsoft SQL Server.
Strong understanding of TCP/IP networking, VPN connectivity, and enterprise infrastructure.
Experience troubleshooting complex customer environments with multiple integrated systems.
Demonstrated ability to mentor peers, lead technical initiatives, or serve as a senior technical resource.
Excellent verbal and written communication skills.
Strong analytical thinking and a passion for solving complex technical problems.
A customer-first mindset with a high degree of ownership, accountability, and professionalism.

Nice To Haves

Experience with PACS, RIS, or other medical imaging systems
WireShark, JetBrains, Debugview
DICOM and HL7 integrations
Healthcare IT environments
HIPAA and healthcare cybersecurity best practices
VMware or Hyper-V virtualization
PowerShell or other scripting languages
Microsoft IIS administration
LDAP, SAML, or Single Sign-On technologies
REST APIs and systems integrations
Enterprise storage technologies
ITIL Foundation certification
Previous experience serving as a technical lead or mentoring other engineers

Responsibilities

Resolve the most complex technical issues involving Novarad software, hardware, networking, databases, and enterprise infrastructure.
Serve as the senior escalation resource for issues that cannot be resolved by Level I or Level II Support Engineers.
Perform detailed root-cause analysis on recurring or high-impact issues and drive permanent corrective actions.
Troubleshoot software, hardware, networking, database, virtualization, and integration issues within complex healthcare environments.
Collaborate directly with distributors, healthcare IT professionals, clinicians, and customer leadership on active projects and support incidents.
Proactively identify opportunities to improve customer environments through upgrades, preventative maintenance, and infrastructure best practices.
Maintain accurate, detailed documentation within the CRM and knowledge management systems.
Mentor and coach Technical Support Engineers through technical guidance, troubleshooting methodology, and customer communication.
Serve as a trusted technical resource for teammates, helping resolve challenging issues and sharing best practices.
Review complex technical issues and provide recommendations before escalation to Development.
Assist with onboarding and technical development of new engineers.
Help coordinate workload balancing, scheduling, and on-call coverage in partnership with Support leadership.
Lead by example as a hands-on senior technical expert who remains actively engaged in customer support.
Lead technical initiatives and cross-functional projects that improve customer outcomes, product quality, and team effectiveness.
Foster a culture of continuous learning, collaboration, accountability, and technical excellence.
Partner with Development and Product Management to investigate software defects, validate fixes, and improve product quality.
Participate in technical triage and provide customer-focused input on product enhancements.
Work closely with Customer Success and Technical Operations to ensure successful customer outcomes.
Represent Technical Support during cross-functional projects and major customer initiatives.
Identify trends and recurring issues that can be addressed through product improvements, automation, or process enhancements.
Create and maintain high-quality technical documentation, troubleshooting guides, and knowledge base articles.
Identify opportunities to improve support tools, processes, reporting, and operational efficiency.
Lead or participate in continuous improvement initiatives across the Technical Support organization.
Help establish and maintain technical standards and best practices.
Stay current on emerging healthcare IT technologies and Microsoft infrastructure platforms.
Maintain knowledge and updated training provided by Novarad LMS.
Participate in company training and share technical knowledge across the organization.
Lead or contribute to technical training sessions for the Support organization.