Support Engineer

• Serve as the primary PACS technical support resource for customer healthcare IT projects
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues
• Respond to customer inquiries via phone, email, and ticketing systems
• Coordinate projects and own tasks while serving as the primary customer communication and issue-resolution contact
• Collaborate with IT, Product, Engineering, and Project Management teams to resolve complex issues
• Monitor and triage support queues, assigning tickets to appropriate product or functional teams
• Maintain detailed records of incidents, resolutions, workflows, and system changes in the ticketing system
• Contribute to support process improvement, knowledge base documentation, and root cause analysis
• Ensure compliance with healthcare regulatory standards and internal IT policies
• Maintain customer relationships through proactive communication, updates, and technical guidance
• Deliver product and service training to administrators, service-level users, and customers
• Perform RIS/PACS system updates, upgrades, and maintenance
• Conduct pre-sales technical evaluations and provide level-of-effort assessments
• Integrate and support solutions within public cloud environments and healthcare imaging platforms
• Design, implement, document, and support technical solutions
• Work cross-functionally 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 ongoing operational and service enhancements

Technical Support Engineer

• Providing support via phone, email and chat
• Taking an active role in customer-reported issues and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Following standard procedures for proper escalation of unresolved issues through the appropriate internal channels
• Using available information to provide prompt, accurate, and smart support to customers
• Learning the tracking system to record customer interactions and closure of all issues
• Documenting instructions and information for internal and external use in knowledge base articles

CME

Technical Support Engineer

Technical Support Level 1