Support Engineer Jobs

About The Position

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.
• Demonstrated 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 across 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

• Provide dedicated, responsive, professional technical support to assigned strategic and high-value customer accounts.
• Build and maintain working relationships with customer IT personnel, clinical users, system administrators, and other stakeholders.
• Respond to customer inquiries through phone, email, and ticketing systems, and own assigned issues from investigation through resolution.
• Communicate incident status, troubleshooting progress, expected next steps, and resolutions to customers; keep the SAT Lead informed of critical incidents, recurring problems, concerns, and risks.
• Provide advanced troubleshooting and support for PACS, RIS, and related healthcare IT applications, including DICOM, HL7, EMR integrations, databases, networks, infrastructure, and cloud-hosted applications.
• Analyze application logs, system events, database information, and monitoring tools; troubleshoot across Windows and Linux environments.
• Perform approved maintenance, updates, upgrades, patches, and configuration changes, and validate functionality afterward.
• Monitor tickets and incidents, prioritize them according to severity, customer impact, urgency, and SLAs, and follow incident-management and escalation procedures.
• Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other teams; document troubleshooting steps and supporting evidence for escalations.
• Assist with incident investigations, root cause analysis, post-incident reviews, critical incident response, and service restoration.
• Maintain accurate ticket records and customer environment information, and develop or update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures.
• Contribute to support-process improvement, identify recurring issues and preventive measures, and share technical findings and lessons learned.
• Collaborate across IT, Product, Engineering, Project Management, and Customer Success teams on customer requirements and technical projects.
• Assist with implementations, upgrades, migrations, integrations, technical enhancements, evaluations, testing, validation, and customer go-live activities.
• Monitor customer environments, alerts, performance, availability, and operational health; identify and communicate potential technical risks.
• Participate in maintenance activities, operational readiness checks, on-call rotations, after-hours support, and critical incident response as required.
• Provide technical guidance and training to customer administrators, IT personnel, and users; explain system functionality, troubleshooting, best practices, issues, and resolutions.
• Travel domestically or internationally up to 10%.