Technical Support Engineer

DeepHealth

. Serve as a dedicated technical support resource for assigned strategic and high-value customer accounts .

Posted 11/6/2026full-timeRemote • Massachusetts • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing advanced technical support for healthcare IT systems, including PACS, RIS, DICOM, and EMR, while effectively managing customer relationships and incident lifecycles. Proficient in troubleshooting complex software applications and maintaining operational health in cloud environments.

Highest-signal resume keywords

Advanced Technical Support for PACS and RISWindows and Linux System AdministrationMSSQL Database ManagementHealthcare IT Systems SupportStrong Customer Service and Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingNetworking ConceptsCloud-Based IntegrationsScripting and Data SerializationIncident ManagementAnalytical ThinkingProblem-SolvingDatabase TechnologiesHealthcare Imaging TechnologiesITIL-Based Support Processes

Soft Skills

Excellent Communication SkillsInterpersonal SkillsAbility to Manage Multiple PrioritiesCollaboration Across TeamsFlexibility in Work Schedules

Tools & Technologies

Ticketing SystemsMonitoring ToolsCloud EnvironmentsHealthcare IT ApplicationsTechnical Documentation Tools

Certifications & Qualifications

CCNACCNPCompTIA Linux+RHCARHCT

Industry Keywords

Healthcare ITClinical IT EnvironmentsRadiology WorkflowDICOMHL7EMRPACSRISTechnical SupportCustomer Accounts

Tech Stack

Tools & technologies

CloudLinuxSQL

About the role

Key responsibilities & impact

Serve as a dedicated technical support resource for assigned 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 issues involving application functionality, system performance, networking, databases, integrations, infrastructure, DICOM, HL7, EMR, and cloud environments
Analyze logs, system events, database information, and monitoring tools
Troubleshoot Windows and Linux environments, SQL databases, application servers, network connectivity, and integrations
Perform approved maintenance, updates, upgrades, patches, and configuration changes
Escalate unresolved issues with complete troubleshooting documentation and evidence
Monitor tickets and incidents, prioritize by severity and SLA requirements, and coordinate escalations
Assist with incident investigations, root cause analysis, post-incident reviews, and service restoration
Maintain detailed incident, troubleshooting, resolution, and system-change records
Develop technical documentation, troubleshooting guides, knowledge base articles, and customer-specific procedures
Contribute to support-process and incident-management improvements
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, performance indicators, service availability, and operational health metrics
Participate in maintenance, operational-readiness checks, on-call rotations, after-hours support, and critical incident response
Provide technical guidance, product and service training, and troubleshooting education to customers
Report to and provide updates to the SAT Lead

Requirements

What you’ll need

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 assigned technical issues and recognize when escalation is necessary (required)
Ability to manage multiple priorities and work effectively 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 for internal and external customer interactions (required)
Preferred: CCNA or CCNP certification
Preferred: CompTIA Linux+, RHCA, or RHCT certification
Preferred: Radiology workflow experience
Preferred: Experience in healthcare or clinical IT environments
Preferred: Advanced knowledge of healthcare imaging and workflow technologies
Preferred: Experience supporting enterprise PACS/RIS environments
Preferred: Experience supporting high-priority or strategic customer accounts
Preferred: Familiarity with cloud-hosted healthcare applications and infrastructure
Preferred: Experience with technical monitoring and alerting platforms
Preferred: Experience participating in incident investigations and root cause analysis
Preferred: Familiarity with customer-facing escalation management and SLA-driven support environments
Up to 10% domestic/international travel

Benefits

Comp & perks

Remote work arrangement
Domestic/international travel up to 10%
Professional development through technical projects, training, and knowledge sharing