We anticipate an upcoming opening for the role of Technical Support Engineer in the next few weeks. This is an exciting opportunity to join our dynamic and growing team. We seek proactive individuals with experience in medical imaging software, strong knowledge of DICOM and HL7, and proficiency in network configuration, SQL, and Windows system administration. The role involves analyzing technical issues, resolving services, managing critical case escalations, and participating in product releases.



Summary

* Analyzing break/fix issues and working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs, ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction.

* Working through the resolution of technical service issues according to standard processes/procedures and specialized understanding of complex product issues.

* Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff members for immediate attention and proper escalation while logging all service data required for tracking.

* Maintaining a high level of technical competence on related technologies, while acting as subject matter expert on specific product group(s).

* Sharing best practices, knowledge, and learning with the team and the global support community to enhance the quality and efficiency of customer support.

* Working with customers, development teams or level 1 support teams to resolve product issues.

* Advising and coaching level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge.

* Participating in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality.

Required Skills

* Bachelor's degree (BA/BS) in Business, Computer Science, Information Systems, or related field preferred or equivalent experience with at least 10 years of experience

* Experience with medical imaging software (IntelliSpace/Vue/Carestream), strongly preferred)

* Strong background in DICOM and HL7

* Working knowledge of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers, system security), SQL and Windows system administration and troubleshooting

* Requires highly effective communication skills, both verbal and written