Technical Support Engineer

DeepHealth•Seattle, WA

1d•Remote

About The Position

The Technical Support Engineer L1 - Strategic Accounts provides dedicated, white-glove technical support for DeepHealth’s strategic and high-value customer accounts. The role handles advanced troubleshooting, incident resolution, proactive technical assistance, and customer communication to support reliable healthcare IT operations and a high-quality customer experience. It works closely with the Strategic Accounts Team (SAT) Lead, internal technical teams, and customer stakeholders. The candidate must be located in the Mountain or Pacific Time zone. The position supports PACS, RIS, and related healthcare IT applications and technologies, including DICOM communications, HL7 interfaces, EMR integrations, databases, networks, infrastructure, and public-cloud-hosted applications. It involves incident and escalation management, system monitoring, maintenance, documentation, customer guidance and training, and collaboration on implementations, upgrades, migrations, integrations, and other technical projects. The role also participates in on-call rotations, after-hours support, and critical incident response as required. This is a remote position requiring up to 10% domestic and international travel. The listed salary range is $70,000–$80,000 per year.

Requirements

Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
At least 5 years of experience in IT support, technical troubleshooting, or related technical roles.
Experience supporting healthcare IT systems, preferably in radiology or medical imaging environments.
Strong knowledge of Windows operating systems, including Windows 7 and above and 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 technical support experience.
Excellent written and verbal communication skills for technical and non-technical audiences.
Ability to independently investigate and manage assigned issues and recognize when escalation is necessary.
Ability to manage multiple priorities and work effectively under pressure.
Ability to collaborate effectively with cross-functional technical and business teams.
Ability to provide professional, timely customer communication throughout the incident lifecycle.
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 for internal and external customer interactions.
Must be located in the Mountain or Pacific Time zone.

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.
Experience supporting enterprise PACS/RIS environments.
Experience supporting high-priority or strategic customer accounts.
Familiarity with cloud-hosted healthcare applications and infrastructure.
Experience with technical monitoring and alerting platforms.
Experience participating in incident investigations and root cause analysis.
Familiarity with customer-facing escalation management and SLA-driven support environments.

Responsibilities

Serve as the dedicated technical support resource for assigned strategic and high-value accounts, providing responsive, professional, personalized service.
Build relationships with customer IT personnel, clinical users, system administrators, and other stakeholders; respond to inquiries by phone, email, and ticketing systems.
Own assigned customer issues through investigation and resolution, provide timely status updates, and maintain customer communication throughout escalations.
Provide advanced troubleshooting for PACS, RIS, DICOM, HL7, EMR integrations, databases, application servers, networks, infrastructure, and cloud-hosted applications.
Analyze logs, system events, database information, monitoring tools, and performance indicators to investigate incidents and identify risks or recurring issues.
Troubleshoot across Windows and Linux environments and assist with approved maintenance, application updates, upgrades, patches, and configuration changes.
Validate system functionality after maintenance, configuration changes, and incident resolution; escalate unresolved issues with thorough documentation and supporting evidence.
Monitor assigned tickets and incidents, prioritize by severity, customer impact, urgency, and SLA requirements, and follow incident management and escalation procedures.
Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other teams to investigate and resolve customer issues.
Assist with incident investigations, root cause analysis, post-incident reviews, critical incident response, and service restoration; track escalations through resolution.
Maintain accurate incident, troubleshooting, resolution, system-change, and customer-environment records in designated systems.
Develop and update technical documentation, troubleshooting guides, knowledge base articles, customer-specific procedures, and records of known issues and workarounds.
Contribute to support process improvements, share technical knowledge and lessons learned, and identify ways to streamline workflows and improve resolution times.
Collaborate with IT, Product, Engineering, Project Management, and Customer Success on customer requirements, implementations, upgrades, migrations, integrations, and technical enhancements.
Assist with technical evaluations, testing, validation, implementation, go-live support, product defect investigation, and validation of fixes.
Monitor customer environments, review alerts and operational health, investigate abnormal behavior, and communicate emerging technical risks.
Participate in maintenance activities, operational readiness checks, and proactive technical reviews; validate monitoring alerts and incident response workflows.
Provide technical guidance and training to customer administrators, IT personnel, and users, explaining system functionality, configuration, troubleshooting, and best practices.
Provide progress updates to the SAT Lead and stakeholders, including updates about critical incidents, customer concerns, recurring problems, and service risks.
Participate in scheduled customer meetings, technical discussions, incident reviews, on-call rotations, after-hours support, and critical incident response as required.
Follow DeepHealth policies and procedures, applicable laws, privacy, compliance, safety, confidentiality, and documentation standards; communicate professionally and complete responsibilities accurately and on time.