Technical Support Engineer

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $43k - $53k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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DeepHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

☁️ SaaS

💰 $225k Grant on 2019-08

Artificial Intelligence • Healthcare Insurance • SaaS

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 the primary Clinical AI product line technical support resource. • Provide first-level support for Clinical AI products 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 Level two support, Strategic Account Support, 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 Clinical AI product 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.

🎯 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 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.