Technical Support Engineer

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – 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.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 through phone, email, and ticketing systems • Own customer issues from investigation through resolution and maintain communication throughout the support lifecycle • Troubleshoot PACS, RIS, DICOM, HL7, EMR, application, database, networking, infrastructure, and integration issues • Analyze application logs, system events, database information, and monitoring tools • Troubleshoot Windows and Linux environments, SQL databases, application servers, network connectivity, and cloud integrations • Perform approved maintenance, updates, upgrades, patches, and configuration changes • Monitor tickets and incidents, prioritize by severity and SLA requirements, and coordinate escalations • Collaborate with PACS, RIS, Interoperability, Engineering, Infrastructure, IT, Product, Project Management, and Customer Success teams • Document incidents, troubleshooting steps, resolutions, system changes, known issues, and workarounds • Contribute to support-process, incident-management, workflow, and customer-service improvements • Participate in healthcare IT implementations, upgrades, migrations, integrations, go-live activities, testing, and validation • Monitor customer environments, alerts, performance indicators, availability, and operational health metrics • Participate in maintenance activities, on-call rotations, after-hours support, and critical incident response • Provide technical guidance and training to customer administrators, IT personnel, and service-level users • Report critical incidents, recurring problems, customer concerns, and service risks to the SAT Lead • Assist with root-cause analysis, post-incident reviews, and service restoration

🎯 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 within radiology or medical imaging environments (required) • 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 • Experience using ticketing systems and ITIL-based support processes • Strong customer service, relationship management, and technical support experience • Excellent written and verbal communication skills with 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 • Flexibility to work varied schedules and participate in on-call rotations • Strong understanding of PC/server hardware platforms and general IT infrastructure • Preferred: CCNA or CCNP certification • Preferred: CompTIA Linux+, RHCA, or RHCT certification • Preferred: Radiology workflow experience • Preferred: Experience in healthcare or clinical IT environments • Preferred: Advanced knowledge of healthcare imaging and workflow technologies • Preferred: Experience supporting enterprise PACS/RIS environments • Preferred: Experience supporting high-priority or strategic customer accounts • Preferred: Familiarity with cloud-hosted healthcare applications and infrastructure • Preferred: Experience with technical monitoring and alerting platforms • Preferred: Experience participating in incident investigations and root cause analysis • Preferred: Familiarity with customer-facing escalation management and SLA-driven support environments • Must follow data privacy, compliance, safety, confidentiality, and DeepHealth policies and procedures • Must be legally authorized to work in the United States or address sponsorship requirements

🏖️ Benefits

• Remote work • Domestic/international travel up to 10% • On-call rotations and after-hours support participation

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