(Fluent English) T3 Support Engineer

SupportYourApp; Ciudad de Mendoza; On-site; ARS 92,325,000 - 138,487,000; Part time

Job summary

SupportYourApp is seeking an L3 Technical Support Engineer to provide expert technical support for enterprise-level MFT and healthcare IT systems. The role emphasizes troubleshooting, log analysis, and client-facing incident management across Windows and Linux environments.

The candidate will handle escalations to software teams, maintain logs, and collaborate with cross-functional groups to ensure timely resolution and high service quality. On-call rotations may be required.

Qualifications

• BS degree or higher in IT, CS or healthcare informatics per the job requirements.
• Experience with Windows and Linux systems administration.
• Experience with MSSQL and relational databases.
• Knowledge of healthcare IT systems (PACS/RIS/DICOM/HL7/EMR).
• Familiarity with cloud environments and ITIL-based processes.
• Excellent English communication, both written and spoken.

Responsibilities

• Provide second-level PACS/RIS healthcare IT support and troubleshoot escalated issues.
• Coordinate tasks, manage queues, and assign tickets to product teams as needed.
• Maintain detailed incident records and post-resolution documentation.
• Perform DeepHealth system updates, maintenance, and upgrades where applicable.
• Engage with cross-functional teams to drive incident resolution and process improvements.
• Deliver training and guidance to administrators and end users as required.

Skills

Linux

AIX

Environment variables

Shell scripting

Perl scripting

rsync

SSH keys

Windows operating systems

MSSQL

Networking concepts

Public cloud environments

SSRS

ITIL-based support processes

PACS/RIS/DICOM/HL7/EMR

Healthcare IT systems

On-call rotations

Education

BS degree in Information Technology, Computer Science or relevant field

Bachelor’s degree in Information Technology, Healthcare Informatics, or related field

Tools

SharePoint

Job description

The Role:

We are seeking an L3 Technical Support Engineer to provide Technical-level assistance to our vendors. Will be responsible for several enterprise-level Managed File Transfer (MFT) solutions, which includes the build-out of new workflows, as well as updates and support/repairs of existing critical, time sensitive internal and B-2-B data transfers.

Responsibilities:

Using client applications and tools, and adapt to client processes.

Understanding large scale architecture and communicate with different responsible parties.

Researching and identifying solutions to software/hardware issues.

Diagnosing and troubleshooting technical issues including.

Connecting to POS stores /clearing cache data/ pulling out logs/ uploading logs to SharePoint.

Filling xml templates to send cache requests.

Tracking computer system issues through to resolution, within agreed time limits.

Properly escalating unresolved issues to appropriate internal teams (e.g. software teams).

Referring to internal database or external resources to provide accurate tech solutions.

Ensuring all issues are properly logged.

Prioritizing and managing several open issues at one time.

Following up with clients to ensure their IT systems are fully functional after troubleshooting.

Preparing accurate and timely reports.

Documenting technical knowledge in the form of notes and manuals.

Maintaining jovial relationships with clients.

Requirements:

BS degree in Information Technology, Computer Science or relevant field.

Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc…).

Understanding of Environment Variables.

Scripting in Shell is required.

Scripting in Perl is desired.

Understanding of rsync and SSH keys.

Excellent verbal and written English communication skills.

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 expedite 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 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.

Requirements:

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 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.

Preferred Qualifications

CCNA or CCNP certification.

CompTIA Linux+, RHCA, or RHCT certification.

Radiology workflow experience.

Experience in healthcare or clinical IT environments.

Advanced knowledge of healthcare imaging and workflow technologies.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, regional and country laws concerning employment.
• Follows all DeepHealth policies and procedures.
• Follows data privacy, compliance, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
• Completes job responsibilities in a quality and timely manner.

IMPORTANT! 6 Month term with potential to extend

Wednesday to Friday: 9:00 PM to 6:00 AM Lebanon time → 3:00 PM to 12:00 AM Argentina time.
Weekend: 3:00 PM to 12:00 AM Lebanon time → 9:00 AM to 6:00 PM Argentina time.
Monday and Tuesday OFF.