About this role
This is a remote position.
Schedule: US Timezone Coverage
Salary: 1,100 USD, Class A International Insurance, Reimbursement of certificates/courses.
Healthcare industry experience is mandatory for this position. Candidates must have hands-on experience supporting healthcare IT environments, preferably within radiology, medical imaging, or clinical systems.
- 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 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 healthcare imaging 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.
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 understanding of PC/server hardware platforms and general IT infrastructure.
- Experience using ticketing systems and ITIL-based support processes.
Soft Skills
- Strong troubleshooting, analytical thinking, and critical problem-solving skills.
- Strong customer service, relationship management, and call center support experience.
- Excellent written and verbal communication skills with both technical and non-technical audiences.
- Excellent English communication skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Ability to collaborate effectively across cross-functional technical and business teams.
- Ability to build and maintain strong customer relationships through proactive communication and technical guidance.
Working Conditions
- Flexibility to work varied schedules and participate in on-call rotations as required.
- Availability to support customers and collaborate with teams across US time zones.
- Remote work environment with occasional coordination across international teams.