System Technology Specialist

Summary

Join Intelerad as a System Technology Specialist and become the primary escalation point for technical issues, resolving complex problems and mentoring team members. You will collaborate with support technicians, specialists, and engineering teams to ensure product functionality within client architectures. This role requires providing requirements for product supportability and developing support tools. You will also participate in incident management, software reviews, and knowledge article creation. The position demands strong technical expertise and problem-solving skills, along with excellent communication and teamwork abilities. The successful candidate will be highly motivated and committed to continuous skill improvement.

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. 40%
• Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents 20%
• 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 15%
• Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP) 10%
• Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2 5%
• Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7) 5%
• Participate in any project deemed necessary by the organization 5%

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