Technical Support Engineer

🔥 0 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 customer 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 ongoing updates • Troubleshoot PACS, RIS, DICOM, HL7, EMR, database, networking, infrastructure, integration, and cloud issues • Analyze logs, system events, database information, and monitoring tools • Troubleshoot across Windows and Linux environments • Perform approved maintenance, upgrades, patches, and configuration changes • Validate system functionality after maintenance and incident resolution • Escalate complex issues with complete documentation and supporting evidence • 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 • Assist with incident investigations, root cause analysis, post-incident reviews, and service restoration • Maintain incident, troubleshooting, resolution, and system-change records • Develop technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures • Contribute to support-process and workflow improvements • Participate in implementations, upgrades, migrations, integrations, go-live activities, testing, validation, and technical enhancements • Monitor customer environments, alerts, performance indicators, service availability, and operational health metrics • Participate in scheduled maintenance, operational readiness checks, on-call rotations, after-hours support, and critical incident response • Provide technical guidance and product/service training to customers • Explain technical issues, workflows, configurations, 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 • Minimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles • Experience supporting healthcare IT systems, preferably in radiology or medical imaging environments • Strong knowledge of Windows operating systems, including Windows 7 and above and 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 • 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 technical and business teams • Ability to provide professional and timely customer communication throughout the incident lifecycle • Flexibility to work varied schedules and participate in on-call rotations • Strong understanding of PC/server hardware platforms and general IT infrastructure • Compliance with employment, data privacy, safety, and confidentiality standards • Candidate must sit in Mountain or Pacific Time • Preferred: CCNA or CCNP certification • Preferred: CompTIA Linux+, RHCA, or RHCT certification • Preferred: Radiology workflow experience • Preferred: Healthcare or clinical IT experience • Preferred: Advanced healthcare imaging and workflow technology knowledge • Preferred: Enterprise PACS/RIS support experience • Preferred: High-priority or strategic customer account support 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

🏖️ Benefits

• Remote work arrangement • Domestic/international travel up to 10% • On-call and after-hours support participation as required • Customer and technical training opportunities • Participation in technical projects, implementations, upgrades, migrations, integrations, and enhancements

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