Advanced Application Platform Support Specialist

Job not on LinkedIn

🕒 May 14

🇺🇸 United States – Remote

💵 $31 - $41 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Viz.ai

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 Venture Round - Viz on 2023-12

Artificial Intelligence • SaaS • B2B

<Viz. ai> Viz. ai is an AI-driven healthcare software company that provides an enterprise care-coordination platform and clinical workflow tools powered by over 50 FDA-cleared algorithms. Its platform analyzes medical imaging (CT scans, EKGs, echocardiograms, etc. ) and other clinical data to auto-detect suspected diseases across neurology, cardiology, vascular, oncology, trauma, and radiology, delivering real-time alerts and automated assessments to accelerate diagnosis, streamline workflows, and improve patient outcomes. Viz. ai also partners with life sciences and medical device companies to build customized solutions and supports clinical research, deployment, and integration with cloud and hospital systems.

📋 Description

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks. • Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues. • Monitor/support 24×7×365 hosted Linux VMs and AWS cloud integrations; interpret Grafana alerts and resolve or escalate with hospital IT teams. • Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback. • Triage a wide range of issues across hardware, software, network connectivity, clinical applications, desktops, laptops, mobile devices, and peripherals. • Utilize internal tools (Jenkins/Grafana/AWS configs) to resolve DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software issues. • Analyze Coralogix logs for system performance/data processing. • Create/maintain documentation in ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.

🎯 Requirements

• 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers • Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement • Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications • Linux system administration experience is preferred • Healthcare interface/integration and medical imaging (DICOM) experience is a plus • Experience supporting FDA-regulated software as a medical device (SaMD) is a plus • You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

🏖️ Benefits

• Medical, Dental, and Vision insurance • 401(k) • Generous vacation • Additional benefits