Field Technical Support Engineer - Remote/Hybrid

Ualá; Ciudad de Mendoza; Remote; ARS 900,000 - 1,300,000; Full time

Job summary

Ualá is seeking a Technical Support Engineer, PACS to serve as the first point of contact for users, providing expert support and troubleshooting for PACS/RIS and healthcare IT systems. You will work with IT, Product, Engineering, and Project Management teams to resolve incidents and improve support processes.

You will respond to inquiries via phone, email, and tickets, maintain incident records, and help drive continuous improvement and training for administrators and users.

Qualifications

• Experience supporting healthcare IT systems, especially PACS/RIS.
• Strong troubleshooting and problem-solving skills.
• Excellent communication with customers and teams.

Responsibilities

• Serve as the primary PACS technical support resource for healthcare IT projects.
• Provide second-level support for PACS/RIS and related systems; resolve escalations.
• Respond to inquiries via phone, email, and ticketing systems promptly.
• Coordinate tasks, own customer communications, and drive issue resolution.
• Collaborate with IT, Product, Engineering, and PM teams to resolve complex issues.
• Monitor queues, triage tickets to appropriate teams.
• Maintain detailed incident records and change logs in the ticketing system.
• Contribute to process improvements and knowledge base documentation.
• Ensure compliance with healthcare regulations and internal IT policies.
• Maintain relationships with customers through proactive updates and guidance.
• Deliver product and service training to administrators and users.
• Perform DeepHealth RIS/PACS tasks.

Skills

PACS/RIS troubleshooting

Healthcare IT knowledge

Customer support

Incident management

Tools

Ticketing systems

Job description

The Role:

The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and 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:

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.

Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

Collaborate with IT, Product, Engineering, and Project Management teams to elevate and resolve complex issues.

Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

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