Technical Support Engineer

Role Overview

This opportunity is with a partner organization seeking a Technical Support Engineer located in the United States. The position entails supporting vital healthcare technology solutions aimed at enhancing patient care and operational workflows.

The engineer will be a crucial technical contact, resolving sophisticated issues and ensuring consistent system performance for customers. Operating remotely within a cooperative support environment, the candidate will handle complex technical challenges involving software, hardware, and infrastructure.

This position merges technical proficiency, customer-facing interaction, and problem-solving capabilities to deliver top-tier support experiences. The engineer will collaborate with internal teams and clients to resolve issues promptly, enrich documentation resources, and improve product stability.

This role provides a chance for a technically adept professional to impact healthcare technology directly while gaining experience in a mission-driven setting.

Key Responsibilities

• Deliver advanced technical support and act as an escalation point for both internal and external users of healthcare software solutions.
• Diagnose and solve intricate technical problems by collecting information, analyzing issues, documenting procedures, and applying effective fixes.
• Handle inbound and outbound communications with customers, providing consistent updates during problem resolution.
• Assume accountability for customer satisfaction by creating and implementing solutions to difficult technical challenges.
• Escalate issues appropriately by coordinating with internal stakeholders to ensure timely resolution.
• Maintain detailed logs of troubleshooting processes, root cause analyses, and resolutions within CRM and knowledge management platforms.
• Contribute to the development and update of both internal and client-facing knowledge bases with best practices and solution documentation.
• Perform preventative maintenance tasks and assist with remote software upgrades to ensure system dependability.
• Support adherence to security, privacy, quality, and operational policies mandatory in the healthcare technology sector.

Candidate Requirements

• Solid understanding of computer hardware, including workstations, servers, and storage systems.
• Proficient knowledge of workstation and server operating systems.
• Familiarity with networking infrastructures, communication protocols, and troubleshooting techniques.
• Exceptional customer service abilities, strong documentation skills, and effective verbal and written communication.
• Capability to juggle multiple tasks, prioritize competing demands, and function independently.
• Ability to collaborate proficiently with technical teams, customers, and leadership across various levels.
• Technical degree or alike professional experience; preferred degrees include Computer Science, Biomedical Engineering, Software Engineering, Computer Engineering, or Medical Informatics.
• Between one to three years’ experience with medical information systems such as RIS, PACS, HIS, or EMR platforms is favored.
• Understanding of clinical workflows, especially within medical imaging settings, is advantageous.
• Knowledge of database technologies like SQL, DB2, and Oracle.
• Familiarity with healthcare data standards including DICOM and HL7.
• Experience with scripting languages such as Bash, Korn shell, VB, Java, or Perl is helpful.

Compensation and Benefits

• Competitive annual salary between $53,560 and $80,340 USD, based on experience, skills, qualifications, and location.
• Remote-first working model with flexibility to work from home.
• Flexible vacation policy supporting work-life balance and personal needs.
• Paid leave entitlements.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement savings program.
• Tuition reimbursement options.
• Life insurance and access to employee assistance programs.
• Additional wellness and support resources for employees.

Additional Information

The application and subsequent recruitment process are managed by the partner company. Candidates' personal data is handled in compliance with data protection regulations, with AI-assisted tools supporting application review but not replacing human decision-making.