Senior Technical Support Engineer

Summary

Join Intelerad as a Senior Technical Support Engineer and provide technical assistance for medical imaging applications to customers via phone, email, and other channels. You will focus on in-depth problem analysis, using troubleshooting skills to resolve customer issues. Responsibilities include managing customer cases, contributing to the technical knowledge base, collaborating with internal teams, and meeting service-level agreements. The role requires a Bachelor's degree in Computer Science or equivalent experience, 5+ years of related experience, and advanced troubleshooting skills. Holiday and on-call responsibilities are required as this is a 24x7x365 organization. The shift is 8am-5pm M-F per local time zone of the selected candidate.

Requirements

• Bachelor's degree in Computer Science, or equivalent relevant work experience
• 5+ years of related experience
• 3+ years of experience in a Tier 2 support environment with: RDBMS / relational database experience -advanced experience w/ one of the following MSSQL, Oracle, MySQL and SQL queries
• Knowledge of network and web related protocols (e.g. TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, web servers, etc
• Experience with supporting Linux OS and application servers (Apache Tomcat or similar)
• Excellent verbal and written communication skills
• Advanced troubleshooting skills in a technical environment
• Excellent analytical and problem solving skills
• Able to obtain US security clearance (US citizenship required)

Responsibilities

• Provide technical assistance for Intelerad's Medical Imaging applications to customers via phone, email, and other channels as appropriate
• Focus on in-depth problem analysis of Intelerad's applications and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues
• Apply expertise to resolve complex technical issues
• Answer daily customer calls and email tickets efficiently, exceeding customer expectations by providing outstanding customer service
• Analyze break/fix issues and work with empathy and a sense of urgency to deliver solutions to meet customer needs
• Manage customer cases and document all customer interactions and resolutions in our case management system
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Collaborate and take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing
• Work effectively with cross-functional teams including Sales, Product, Engineering, and Technical Operations
• Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our applications
• Proactively update our customers and ensure that they are satisfied with our support service
• As a 24x7x365 organization, holidays and on-call responsibilities are required

Preferred Qualifications

• Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions
• Experience with Windows OS - desktop & server