Application Support Specialist - Second Shift M-F

Role overview

Support clinicians and healthcare customers using a cloud-based radiology workflow application. This remote U.S. position focuses on monitoring customer environments, troubleshooting application and network issues, meeting service-level commitments, and coordinating with engineering and product teams. The preferred schedule is 3:00 PM–11:30 PM Eastern, Monday through Friday, with participation in a rotating schedule that may include overnight and weekend coverage.

Responsibilities

- Monitor client sites and respond promptly to application, access, and operational issues. - Investigate and resolve support requests using standard procedures and service-level agreements. - Document incidents thoroughly in the ticketing system, including troubleshooting steps, findings, and outcomes. - Escalate issues that require additional expertise and maintain communication until resolution. - Follow monitoring, alerting, privacy, and security procedures when handling clinical customer environments. - Analyze network or application performance, collaborate with engineering and product development, and keep support documentation and runbooks current.

Requirements

- At least three years of Level I or higher troubleshooting experience in a customer care, call-center, help-desk, or support-center setting. - Experience onboarding clinicians to clinical software and supporting medical professionals, ideally in radiology. - Familiarity with radiology workflows and basic DICOM, HL7, and modality worklist standards. - PACS administration or analysis experience is preferred. - Proficiency with support-ticketing and productivity tools, with experience in SaaS environments valued. - Strong communication, careful documentation, and an adaptable, proactive approach to working in a changing support operation.

Nice to have

- Experience in a startup or other fast-moving software organization. - Additional knowledge of healthcare IT, clinical integrations, network performance troubleshooting, or radiology systems.

Benefits and work setup

This is a remote, hourly U.S. role with a stated base range of $30–$36 per hour, plus equity and benefits. The listed package includes flexible paid time off, medical, dental, and vision insurance, life insurance, paid parental leave, retirement-plan matching, computer equipment, and support for conferences or continuing education.