Application Support Specialist - Weekend Days

Role overview

Provide front-line application and technical support for clinical users of a cloud-based radiology workflow platform. Working remotely in the United States, you will monitor customer environments, resolve incidents within defined service targets, and coordinate with technical teams so medical professionals can work effectively. The preferred schedule is 7:00 AM–7:00 PM Eastern on Saturday and Sunday, with participation in a rotating schedule that may include overnight and other weekend coverage.

Responsibilities

- Respond proactively to customer issues while monitoring client sites and operational alerts. - Triage and resolve requests according to documented procedures and service-level agreements, collaborating with other teams when necessary. - Record incidents accurately and completely in the support ticketing system. - Escalate unresolved or high-impact issues through the appropriate internal channels and maintain clear follow-through. - Apply monitoring, alerting, and security procedures to protect customer data and preserve operational integrity. - Investigate network and application performance, partner with engineering and product teams on software issues, and improve knowledge-base articles and runbooks.

Requirements

- At least three years of Level I or higher troubleshooting experience in a call-center, help-desk, or support-center environment. - Experience supporting healthcare users, clinical applications, or clinician onboarding; direct experience with radiology or medical professionals is especially relevant. - Familiarity with radiology workflows and basic DICOM, HL7, and modality worklist concepts. - Experience as a PACS administrator or analyst is preferred. - Comfortable using ticketing, productivity, and SaaS support tools, with strong written documentation habits. - Adaptable, proactive communication style suited to a collaborative support team and changing operational needs.

Nice to have

- Experience in an early-stage or rapidly changing software environment. - Deeper knowledge of radiology information systems, network troubleshooting, or clinical workflow support.

Benefits and work setup

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