Remote job
Technical Support Engineer-PACS
Job details
About this role
Role overview
A remote technical services role focused on Picture Archiving and Communication Systems (PACS) within healthcare IT. The position serves as a key escalation point for customers, resolving complex incidents, coordinating across cross-functional teams, and helping continuously improve the overall support experience.
Responsibilities
- Act as the primary PACS support contact for healthcare IT customer projects, providing second-level troubleshooting. - Respond to customer inquiries through phone, email, and ticketing systems with a professional, timely approach. - Coordinate project tasks and own customer communication through resolution. - Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. - Monitor and triage support queues, routing tickets to appropriate product or functional teams. - Maintain detailed incident records, resolution notes, workflows, and system changes in the ticketing system. - Contribute to process improvements, knowledge base content, and root cause analyses. - Ensure compliance with healthcare regulatory standards and internal IT policies. - Deliver product and service training to administrators, end users, and customers as needed.
Requirements
- Proven experience providing technical support for PACS or comparable healthcare imaging/IT systems. - Strong troubleshooting skills across second-level support scenarios. - Comfort working with cross-functional teams including IT, Product, Engineering, and Project Management. - Clear written and verbal communication for engaging with customers and internal stakeholders. - Familiarity with healthcare regulatory compliance requirements.
Nice to have
- Experience delivering product or service training to clinical and administrative users.
Benefits and work setup
- Remote working environment. - Salary range of $75,000 to $100,000 depending on experience. - Occasional travel may be required. - Standard physical requirements for a desk-based technical role, including the ability to lift up to 10 pounds occasionally.