Remote Product Support Engineer - Root-Cause Debugging Latam

Ryzlabs; Ciudad de Mendoza; Remote; ARS 1,800,000 - 2,400,000; Full time

Job summary

Ryzlabs in Mendoza, Argentina, is seeking a Technical Support Engineer, PACS, to be the first contact for users and to diagnose complex issues across PACS, RIS, DICOM, HL7, and EMR systems.

You will collaborate with IT, Product, Engineering and Project Management teams to resolve incidents, manage queues, and contribute to knowledge base improvements while supporting cloud integrations.

Qualifications

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field.
• Minimum of 5 years of experience in IT support roles.
• Minimum of 3 years in healthcare or radiology technical support.
• Strong knowledge of Windows operating systems and Windows Server.
• Strong Linux system administration and command-line experience.
• Experience with PACS, RIS, DICOM, HL7, EMR and related healthcare IT systems.
• Experience with public cloud environments and cloud integrations.
• Experience using ticketing systems and ITIL-based 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 issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and take ownership of tasks as the primary point of contact for communication and resolution.
• Collaborate with IT, Product, Engineering and PM teams to resolve complex issues.
• Monitor and triage support queues, assign tickets to product or functional teams.
• Maintain detailed records of incidents, resolutions, and changes in the ticketing system.
• Contribute to continuous improvement, including knowledge base documentation and root cause analysis.

Skills

Windows OS troubleshooting

Customer service

Analytical thinking

Cross-functional collaboration

Incident management

Education

Bachelor’s degree in Information Technology or Healthcare Informatics

Tools

MSSQL

SSRS

Windows Server

Linux

PACS/RIS

DICOM/HL7/EMR

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 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.

Position Details

IMPORTANT! 6 Month term with potential to extend