Technical Support Engineer

🕒 4 days ago

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 4 days.
• Jobs at this company usually fill in 21 days.
• 54 open roles for a team of 17.

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DeepHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 $225k Grant on 2019-08

Healthcare • Consulting • Logistics

DeepHealth is a global leader in AI-powered health informatics, providing innovative solutions designed to enhance operational efficiency and clinical confidence in radiology. As a wholly-owned subsidiary of RadNet, Inc. , DeepHealth offers a comprehensive suite of diagnostic and imaging tools, including the DeepHealth OS, a pioneering cloud-native operating system. Their AI-powered solutions support large-scale diagnostic programs and streamline workflows in areas such as breast, prostate, lung, and brain cancer detection. DeepHealth collaborates with leading healthcare institutions worldwide to transform radiology practices and improve care delivery.

📋 Description

• Serve as a dedicated technical support resource for strategic and high-value customer accounts • Provide white-glove support and maintain relationships with customer IT personnel, clinical users, system administrators, and stakeholders • Respond to customer inquiries by phone, email, and ticketing systems • Own customer issues from investigation through resolution and provide timely status updates • Troubleshoot PACS, RIS, DICOM, HL7, EMR, application, networking, database, integration, and infrastructure issues • Analyze application logs, system events, database information, and monitoring tools • Perform troubleshooting across Windows and Linux environments • Assist with SQL databases, application servers, network connectivity, system integrations, and public cloud environments • Perform approved maintenance, updates, upgrades, patches, and configuration changes • Validate functionality after maintenance, changes, and incident resolution • Escalate unresolved issues with complete troubleshooting documentation and evidence • Monitor and prioritize support tickets and incidents according to severity, customer impact, urgency, and SLAs • Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams • Assist with incident investigations, root cause analysis, post-incident reviews, critical incident response, and service restoration • Maintain detailed incident, troubleshooting, resolution, and system-change records • Develop and update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures • Contribute to support-process, incident-management, and customer-service improvements • Collaborate with IT, Product, Engineering, Project Management, and Customer Success teams • Participate in implementations, upgrades, migrations, integrations, technical enhancements, testing, validation, and go-live activities • Monitor customer environments, alerts, performance indicators, service availability, and operational health metrics • Identify emerging technical risks and support proactive technical reviews and operational readiness checks • Participate in on-call rotations, after-hours support, and critical incident response • Provide technical guidance and product/service training to customer administrators and IT personnel • Explain technical issues and resolutions to technical and non-technical audiences

🎯 Requirements

• Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience (required) • Minimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles (required) • Experience supporting healthcare IT systems, preferably radiology or medical imaging environments (required) • Strong knowledge of Windows operating systems, including Windows 7 and above and Windows Server (required) • Strong Linux system administration and command-line experience (required) • Experience with MSSQL database management and relational database technologies (required) • Strong understanding of networking concepts, troubleshooting, and infrastructure support (required) • Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems (required) • Proven experience troubleshooting complex software applications and healthcare technology solutions (required) • Experience with public cloud environments and cloud-based integrations (required) • Familiarity with scripting, data serialization, and reporting tools such as SSRS (required) • Strong troubleshooting, analytical thinking, and critical problem-solving skills (required) • Experience using ticketing systems and ITIL-based support processes (required) • Strong customer service, relationship management, and technical support experience (required) • Excellent written and verbal communication skills with technical and non-technical audiences (required) • Ability to independently investigate and manage technical issues and recognize when escalation is necessary (required) • Ability to manage multiple priorities and work effectively under pressure (required) • Ability to collaborate across cross-functional technical and business teams (required) • Ability to provide professional and timely customer communication throughout the incident lifecycle (required) • Flexibility to work varied schedules and participate in on-call rotations (required) • Strong understanding of PC/server hardware platforms and general IT infrastructure (required) • Preferred: CCNA or CCNP certification • Preferred: CompTIA Linux+, RHCA, or RHCT certification • Preferred: Radiology workflow experience • Preferred: Healthcare or clinical IT environment experience • Preferred: Advanced healthcare imaging and workflow technology knowledge • Preferred: Enterprise PACS/RIS environment experience • Preferred: High-priority or strategic customer account experience • Preferred: Cloud-hosted healthcare application and infrastructure experience • Preferred: Technical monitoring and alerting platform experience • Preferred: Incident investigation and root cause analysis experience • Preferred: Customer-facing escalation management and SLA-driven support experience • Must sit in Mountain or Pacific Time / selected incumbent must sit in the PST time zone • Must be legally authorized to work in the United States or address sponsorship requirements

🏖️ Benefits

• Remote work arrangement • Up to 10% domestic/international travel • On-call and after-hours support participation • Professional development through technical projects, training, and cross-functional collaboration

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