Technical Support Engineer

About the role

The Technical Support Engineer Lead serves as a senior technical support lead who is the first point of contact for users, providing expert support, troubleshooting issues, contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Responsibilities

• Provide day-to-day team leadership, mentorship, and performance guidance to a team of technical support engineers.
• Serve as the primary technical lead for designated strategic and high-value customer accounts.
• Build and maintain strong relationships with key stakeholders, including customer IT leadership, clinical leaders, executives, and internal cross-functional team leads.
• Act as an escalation point for complex technical and customer issues, ensuring timely resolution and clear communication.
• Anticipate customer risks and drive mitigation strategies before issues impact operations.
• Ensure white-glove service delivery for strategic accounts, including prioritized response and resolution.
• Partner with Sales and Customer Success teams to support retention, expansion, and upsell opportunities.
• Drive team accountability for service quality, SLAs, and customer satisfaction metrics.
• Conduct regular coaching, training, and performance reviews to develop team capabilities and career growth.
• Lead shift planning, workload balancing, and resource allocation to ensure optimal coverage.
• Promote a culture of continuous improvement, ownership, and customer-centricity.
• Identify skill gaps and implement targeted training programs to strengthen technical and soft skills.
• Partner with management to support hiring, onboarding, and talent development strategies.
• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
• Deliver product and service training to administrators, service-level users, and customers as needed.
• Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.
• Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
• Integrate and support solutions within public cloud environments and DeepHealth platforms.
• Design, implement, document, and support technical solutions that meet customer and organizational requirements.
• Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Qualifications

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in IT support roles.
• Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support lead role.
• Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).
• Strong Linux system administration and command-line experience.
• Experience with MSSQL database management and relational database technologies.
• Strong understanding of networking concepts, troubleshooting, and infrastructure support.
• Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
• Proven experience troubleshooting complex software applications and healthcare technology solutions.
• Experience with public cloud environments and cloud-based integrations.
• Familiarity with scripting, data serialization, and reporting tools such as SSRS.
• Strong troubleshooting, analytical thinking, and critical problem-solving skills.
• Experience using ticketing systems and ITIL-based support processes.
• Strong customer service, relationship management, and call center support experience.
• Excellent written and verbal communication skills with both technical and non-technical audiences.
• Ability to manage multiple priorities and work effectively under pressure.
• Ability to collaborate effectively across cross-functional technical and business teams.
• Flexibility to work varied schedules and participate in on-call rotations as required.
• Strong understanding of PC/server hardware platforms and general IT infrastructure.
• Professional communication and interpersonal skills required for internal and external customer interactions.