Technical Support Engineer

RadNet•Somerville, MA

21h•Remote

About The Position

The Technical Support Engineer L1 - Strategic Accounts provides dedicated, advanced technical support to DeepHealth's strategic and high-value customer accounts. The role troubleshoots and resolves complex issues affecting healthcare IT environments, supports operational stability, and delivers responsive, personalized customer service. The engineer manages assigned support cases from investigation through resolution, maintains customer communication, and works with the Strategic Accounts Team Lead and internal technical teams to address incidents and service risks. The position supports PACS, RIS, and related healthcare IT applications and technologies, including DICOM communications, HL7 interfaces, EMR integrations, databases, infrastructure, and public cloud environments. It also contributes to maintenance, upgrades, patches, monitoring, incident management, technical documentation, customer training, and projects such as implementations, migrations, integrations, and go-lives. The role is remote and the candidate must be located in the Mountain or Pacific Time Zone. Domestic and international travel of up to 10% is required.

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 later 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 technical issues and recognize when escalation is necessary.
Ability to manage multiple priorities and work effectively under pressure.
Ability to collaborate effectively across 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

Provide dedicated, personalized technical support to assigned strategic and high-value customer accounts.
Build and maintain relationships with customer IT personnel, clinical users, system administrators, and other stakeholders.
Respond to customer inquiries by phone, email, and ticketing systems, and communicate incident status, progress, next steps, and resolution.
Own assigned customer issues from investigation through resolution and ensure they are handled according to SLAs, support procedures, and escalation guidelines.
Identify technical risks and recurring issues and communicate them to the SAT Lead.
Participate in customer meetings, technical discussions, and incident reviews.
Troubleshoot PACS, RIS, DICOM, HL7, EMR, application, database, networking, integration, infrastructure, and system performance issues.
Analyze logs, system events, database information, and monitoring tools to investigate technical problems.
Perform troubleshooting in Windows and Linux environments and assist with SQL database, application server, network, and integration issues.
Support applications and integrations hosted in public cloud environments.
Perform approved system maintenance, updates, upgrades, patches, and configuration changes, and validate functionality afterward.
Escalate complex or unresolved issues with complete troubleshooting documentation and supporting evidence.
Monitor tickets and incidents, prioritize work based on severity, customer impact, urgency, and SLA requirements, and follow incident management procedures.
Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams to resolve customer issues.
Assist with incident investigations, root cause analysis, post-incident reviews, critical incident response, and service restoration.
Track escalations through resolution and complete appropriate customer follow-up.
Maintain accurate incident, troubleshooting, resolution, system-change, and customer-environment records.
Develop and update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific support procedures.
Contribute to process improvement, support workflow efficiency, and knowledge sharing among support engineers.
Collaborate with IT, Product, Engineering, Project Management, and Customer Success teams on customer technical requirements and projects.
Participate in implementations, upgrades, migrations, integrations, technical enhancements, testing, validation, and customer go-live support.
Assist with product defect investigation, fix validation, and communication of technical findings.
Provide technical input and level-of-effort information for customer requests and proposed solutions.
Monitor customer environments, alerts, performance indicators, service availability, and operational health metrics.
Investigate abnormal behavior and emerging risks, validate monitoring and incident-response workflows, and participate in maintenance and operational readiness activities.
Participate in on-call rotations, after-hours support, and critical incident response as required.
Provide technical guidance and training to customer administrators, IT personnel, and service-level users.
Explain system functionality, configurations, troubleshooting procedures, best practices, technical issues, and resolutions to technical and non-technical audiences.