Technical Support Engineer

🕒 Julho 29

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $75.000 - $100.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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DeepHealth

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏥 Saúde

💼 Consultoria

📦 Logística

💰 $225.000 Grant em 2019-08

Healthcare • Consulting • Logistics

A DeepHealth é líder global em informática da saúde impulsionada por IA, fornecendo soluções inovadoras projetadas para melhorar a eficiência operacional e a segurança clínica em radiologia. Como uma subsidiária integral da RadNet, Inc. , a DeepHealth oferece um conjunto abrangente de ferramentas de diagnóstico e imagem, incluindo o DeepHealth OS, um sistema operacional pioneiro nativo de nuvem. Suas soluções com IA apoiam programas de diagnóstico em larga escala e otimizam fluxos de trabalho em áreas como detecção de câncer de mama, próstata, pulmão e cérebro. A DeepHealth colabora com instituições de saúde líderes em todo o mundo para transformar práticas de radiologia e melhorar a prestação de cuidados.

Descrição

• Serve as the primary RIS 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• This position may require occasional travel