Technical Support Engineer

🔥 14 minutes 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.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 technical support and personalized service • Build relationships with customer IT personnel, clinical users, system administrators, and stakeholders • Respond to inquiries through phone, email, and ticketing systems • Own customer issues from investigation through resolution and provide status updates • Provide advanced technical support for PACS, RIS, and healthcare IT applications • Troubleshoot application functionality, system performance, networking, databases, integrations, infrastructure, DICOM, HL7, EMR, and cloud environments • 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, and system integrations • Perform approved maintenance, updates, upgrades, patches, and configuration changes • Escalate complex issues with complete troubleshooting documentation and evidence • Monitor tickets and incidents, prioritize by severity and customer impact, and follow SLA and escalation procedures • 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 incident records, technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures • Contribute to support process improvement and workflow optimization • 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, application performance, service availability, and operational health metrics • Identify emerging risks and participate in maintenance, readiness checks, on-call rotations, and after-hours support • Provide customer technical guidance, product/service training, and explanations for 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 within 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 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) • Professional communication and interpersonal skills (required) • Must sit in Mountain or Pacific Time; selected incumbent must sit in the PST time zone • Preferred certifications include CCNA, CCNP, CompTIA Linux+, RHCA, or RHCT • Preferred radiology workflow and healthcare/clinical IT experience • Preferred advanced knowledge of healthcare imaging and workflow technologies • Preferred enterprise PACS/RIS, strategic account, cloud-hosted healthcare application, monitoring/alerting, incident investigation, root cause analysis, escalation management, and SLA-driven support experience

🏖️ Benefits

• Remote work arrangement • Domestic/international travel up to 10% • On-call and after-hours support participation as required • Customer and product training opportunities • Professional development through technical knowledge sharing and continuous improvement initiatives

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