Technical Support Engineer

Summary

Join Intelerad as a Technical Support Engineer and provide technical assistance for medical imaging applications to customers via phone, email, and other channels. You will analyze and resolve technical issues, manage customer cases, and contribute to the technical knowledge base. This role requires strong troubleshooting and communication skills, experience in a Tier I/II support environment, and knowledge of networking and databases. The position involves 24/7 on-call responsibilities and requires working effectively with cross-functional teams. The shift is 8am-5pm M-F per local time zone of the selected candidate. The role offers remote work opportunities.

Requirements

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

Responsibilities

• Apply expertise to resolve 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

Benefits

• Remote work
• 24/7 on-call responsibilities (implies potential shift differentials or compensation for on-call time)