Remote System Technology Specialist, Linux PACS - Level 2

Summary

Join our team as a System Technology Specialist and contribute to resolving technical issues, mentoring team members, and providing product design insights. As the highest point of escalation, you'll drive customer communications and follow-ups until resolution. Participate in software requirements reviews, stay up-to-date with product development, and be available for urgent escalations.

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
• Experience running queries in SQL - an asset
• 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