Pacs System Technology Specialist L2

Summary

Join Intelerad as a System Technology Specialist and become the primary escalation point for technical issues. You will work closely with support teams, clinical and application specialists, and engineering to resolve complex problems. Responsibilities include acting as a major incident manager, participating in software requirements reviews, staying updated on product development, and creating knowledge articles. You will mentor less experienced team members and contribute to product design. This role requires a degree in computer science or engineering, 5-7 years of experience in client-facing technical support within medical software, and expertise in Linux OS administration and networking troubleshooting. The ideal candidate is highly motivated, a team player, and a creative problem solver.

Requirements

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux OS administration expertise
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code in other high level languages

Responsibilities

• Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow ups until resolution, by respecting set service level agreements
• Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents
• Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset into the supportability of the software and also provide fixes and/or workarounds to issues found in the field
• Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)
• Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2
• Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)
• Participate in any project deemed necessary by the organization

Preferred Qualifications

• Experience running queries in SQL
• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment