Technical Support Engineer
DeepHealth
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Source verified 1 day agoThe original job page was active during UpVagas' latest lifecycle check.
About the opportunity
- The Technical Support Engineer L1 - Strategic Accounts serves as a dedicated technical support resource for DeepHealth's strategic and high-value customer accounts.
This role delivers white-glove technical support, advanced troubleshooting, and proactive technical assistance to ensure a seamless healthcare IT experience.
- You will work closely with the Strategic Accounts Team (SAT) Lead, internal technical teams, and customer stakeholders to resolve complex technical issues, maintain high service quality, and support the operational stability of customer environments.
- The position is remote, but candidates must sit in Mountain or Pacific Time, and requires domestic or international travel up to 10%.
Key responsibilities
- Serve as a dedicated technical support resource providing white-glove, responsive, and personalized service to assigned strategic and high-value customer accounts.
- Provide advanced technical support for PACS, RIS, DICOM communications, HL7 interfaces, EMR integrations, and related healthcare IT applications across Windows and Linux operating environments.
- Investigate and troubleshoot complex technical issues involving application functionality, system performance, networking, MSSQL databases, integrations, and public cloud environments.
- Prioritize and manage assigned support tickets and incidents based on severity, customer impact, operational urgency, and established SLAs.
- Coordinate with PACS, RIS, Interoperability, Engineering, and Infrastructure teams to resolve issues, follow escalation procedures, and participate in critical incident response and on-call rotations.
- Maintain accurate and detailed records of customer incidents, troubleshooting activities, and system changes within the designated ticketing system.
- Collaborate with cross-functional teams to support customer technical projects, system implementations, upgrades, migrations, and go-live activities.
- Monitor assigned customer environments using available diagnostic tools to identify performance trends, abnormal system behavior, and emerging technical risks.
- Provide technical guidance, training, and best practices to customer administrators, IT personnel, and clinical users.
Qualifications
- Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
- Minimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles, including supporting healthcare IT systems within radiology or medical imaging environments.
- Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server), Linux system administration, and command-line experience.
- Experience with MSSQL database management, relational database technologies, scripting, data serialization, and reporting tools such as SSRS.
- Strong understanding of networking concepts, troubleshooting, PC/server hardware platforms, and general IT infrastructure.
- Experience supporting PACS, RIS, DICOM, HL7, EMR, public cloud environments, and cloud-based integrations.
- Proven experience using ticketing systems and ITIL-based support processes.
- Strong customer service, relationship management, analytical thinking, and critical problem-solving skills.
- Excellent written and verbal communication skills with the ability to manage multiple priorities and work under pressure.
Nice to have
- CCNA or CCNP certification.
- CompTIA Linux+, RHCA, or RHCT certification.
- Radiology workflow experience and advanced knowledge of healthcare imaging and workflow technologies.
- Experience supporting enterprise PACS/RIS environments and high-priority or strategic customer accounts.
- Familiarity with cloud-hosted healthcare applications, infrastructure, and technical monitoring and alerting platforms.
Benefits
- Salary range of $70,000-$80,000 USD.
Job details
- Location: Remote (Candidate must sit in Mountain or Pacific Time).
- Position type: Technical Support Engineer L1 - Strategic Accounts.
- Travel requirement: Domestic / international travel up to 10%.
About the company
- DeepHealth provides advanced healthcare IT solutions, including radiology and medical imaging platforms, designed to support clinical workflows and operational stability.
- The company focuses on delivering high-quality service and reliable performance through dedicated strategic account support and innovative technology solutions.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
Key details from the source
- Experience participating in incident investigations, root cause analysis, and customer-facing escalation management in SLA-driven support environments.
Full listing
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