Application Support Specialist - Weekend Nights

Role overview

Support customers overnight while they use a cloud-based clinical software platform for radiology operations. The work combines real-time monitoring, technical troubleshooting, incident documentation, and cross-functional coordination to keep customer workflows reliable and issues moving toward resolution. This remote, hourly position has a preferred schedule of 7:00 PM–7:00 AM Eastern on Saturday and Sunday, with participation in rotating overnight and weekend coverage as needed.

Responsibilities

- Monitor customer sites and respond promptly to reported or detected application issues. - Investigate technical, network-performance, and workflow problems using standard procedures and service-level commitments. - Document incidents, troubleshooting steps, and outcomes thoroughly in the ticketing system. - Escalate issues that cannot be resolved at the support level to the appropriate internal teams. - Apply monitoring, alerting, security, and data-protection practices consistently. - Collaborate with engineering and product teams on software defects and contribute to support documentation and runbooks.

Requirements

- Three or more years of Level I or higher troubleshooting experience in a call-center or support-center setting. - Experience supporting healthcare professionals, clinical applications, or clinician onboarding. - Understanding of radiology workflows, with PACS administration or analyst experience preferred. - Basic familiarity with DICOM, HL7, and modality worklist standards. - Strong troubleshooting and communication skills when assisting medical professionals, including radiologists. - Experience using Zendesk, Google Workspace, or similar SaaS support systems.

Nice to have

- Previous experience in a startup or rapidly evolving software organization. - Direct experience as a PACS administrator or PACS analyst.

Benefits and work setup

- Remote work within the United States. - Base pay listed at $30–$36 per hour, plus equity and benefits; actual pay may vary by location, skills, and experience. - Medical, dental, and vision coverage; life insurance; flexible paid time off; paid parental leave; 401(k) matching; company-provided Apple equipment; and support for conferences or continuing education.