Senior Technical Support Engineer - Overnight Shift

Role overview

Serve as a senior technical escalation point for enterprise healthcare customers, resolving complex issues across clinical reporting software, integrations, speech recognition, and customer environments. The role also improves how support operates by leading incident response, strengthening workflows and documentation, mentoring teammates, and helping scale automation. It includes overnight shift coverage and participation in an on-call rotation.

Responsibilities - Investigate multi-system issues involving reporting platforms, HL7 integrations, speech recognition, Windows environments, and PACS; drive problems to root cause. - Lead response to high-priority incidents, coordinate with engineering on-call, manage customer incident calls, and deliver post-incident reviews. - Support enterprise launches through readiness reviews, go-live coverage, hypercare, and transition to ongoing support. - Improve triage, escalation standards, ticket workflows, and service-level performance; partner with product and engineering to address recurring causes. - Maintain troubleshooting guides and support documentation, and coach colleagues through mentoring and ticket reviews. - Contribute to automation and self-service efforts, release planning, and the development of around-the-clock support coverage.

Requirements - 6+ years in customer-facing technical work such as support engineering, technical account management, or implementation, including 2+ years as a senior escalation resource. - Practical healthcare IT experience with HL7 v2 messages, interface engines, and PACS, RIS, or dictation workflows. - Experience troubleshooting enterprise SaaS across multiple systems and coordinating complex customer incidents. - Strong written and verbal communication for customer updates, incident coordination, and technical documentation. - Ability to improve support processes and work effectively with engineering and implementation teams.

Nice to have - Experience in radiology, teleradiology, or healthcare software, and with multi-site health system deployments or professional services.

Benefits and work setup - US-based full-time benefits include medical, dental, vision, and life insurance; HSA, FSA, and dependent-care FSA options; 401(k); paid holidays; flexible paid time off; team gatherings; and an annual equipment stipend. - The role listing describes overnight work and occasional night or weekend on-call coverage. Its location details cover multiple role types and do not specify which arrangement applies to this position.