Technical Support Engineer, PACS - US

DeepHealth•Boston, MA

2d•Remote

About The Position

The Technical Services Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

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 troubleshooting, analytical thinking, and critical problem-solving skills.
Experience using ticketing systems and ITIL-based support processes.
Strong customer service, relationship management, and call center support experience.
Excellent written and verbal communication skills with both technical and non-technical audiences.
Ability to manage multiple priorities and work effectively under pressure.
Ability to collaborate effectively across cross-functional technical and business teams.
Flexibility to work varied schedules and participate in on-call rotations as required.
Strong understanding of PC/server hardware platforms and general IT infrastructure.
Professional communication and interpersonal skills required for internal and external customer interactions.

Nice To Haves

CCNA or CCNP certification.
CompTIA Linux+, RHCA, or RHCT certification.
Radiology workflow experience.
Experience in healthcare or clinical IT environments.
Advanced knowledge of healthcare imaging and workflow technologies.

Responsibilities

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 DeepHealth 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 DeepHealth 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.