Application Support Specialist - Overnight M-F

Sirona Medical; San Francisco (CA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Stock Options

Flexible Paid Time Off

Medical, dental, vision insurance

Life insurance

Paid Maternity and Paternity Leave

401K matching

Apple equipment

Conference sponsorship

Job summary

Sirona Medical is hiring an Application Support Specialist to provide timely, world-class help to radiologists and clinicians using our cloud-native RadOS platform.

You will investigate issues, document incidents, and coordinate with engineering to ensure fast, accurate resolutions. The role is remote within the United States with overnight/weekend shifts, and offers equity and comprehensive benefits.

Qualifications

• 3+ years in radiology/support or PACS administration.
• Experience onboarding clinicians to clinical applications.
• Familiarity with DICOM and radiology workflows a plus.

Responsibilities

• Proactively respond to client issues and monitor client sites.
• Expedite resolution of requests per SOPs and SLAs, cross-functionally as needed.
• Document all incidents in the ticketing system with accuracy.
• Escalate unresolved issues to appropriate channels for swift resolution.
• Adhere to monitoring, alerting and security procedures to protect data.
• Analyze network performance metrics and identify improvements.
• Collaborate with engineering/product teams to resolve software issues.
• Contribute to knowledge base and runbooks on an ongoing basis.

Skills

Healthcare troubleshooting

Call center experience

Radiology knowledge

Tools

Zendesk

G Suite

Job description

About Sirona Medical

At Sirona Medical, we’re building software that enables physicians to work as fast as they can think. Each year in the U.S., billions of patient images are captured—and nearly all of them are reviewed and diagnosed by radiologists. These specialists are the central hub of diagnostic medicine: over 80% of all healthcare data flows through radiology IT systems. Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients. That’s where Sirona comes in. We’re a San Francisco-based, cloud-native software company with employees around the world. Our deep understanding of both the practice and business of radiology has allowed us to build RadOS— a unified, AI-powered operating system powering the entire radiology workflows.

How Sirona Solves the Problem

Sirona Is Uniquely Positioned To Transform The Way Radiology Is Practiced. We're Delivering The Organizational Shift That Both Individual Radiologists And Entire Practices Urgently Need.

• A unified, intuitive, and platform-agnostic solution
• A streamlined workspace that makes every part of the radiologist’s workflow faster and easier
• The freedom to read from anywhere, for anyone

By cutting clicks, optimizing diagnostic time, and unlocking efficiencies that extend far beyond the reading room into all care settings, Sirona empowers radiologists—and in doing so, we help the entire healthcare system move faster, smarter, and with greater impact on patient outcomes.

For more information, please visit https://sironamedical.com/join/.

As a Sirona Application Support Specialist, you will play a pivotal role in delivering unparalleled assistance to our users, embodying the values and vision of our Customer Support team. Your primary focus will be on promptly addressing and resolving customer inquiries, leveraging a collaborative and efficient approach. Additionally, you will have the opportunity to streamline workflow processes, contributing to the scalability and effectiveness of our team.

• This is an hourly role working remotely within the United States
• This role has a preferred shift of 11 PM to 7:30 AM EST Monday through Friday but partakes in multiple shifts, including overnight and weekends, on a rotating basis to meet customer and business needs

Key Responsibilities

• Proactively respond to client issues and maintain active monitoring of client sites
• Expedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
• Thoroughly document all incidents within our ticketing system, ensuring accuracy and completeness
• Escalate unresolved issues to the appropriate internal channels for swift resolution
• Adhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrity
• Analyze and troubleshoot network performance metrics, identifying areas for improvement and optimization
• Collaborate with engineering and product development teams to address and resolve software-related issues effectively
• Contribute to knowledge base and runbooks on an ongoing basis

Key Requirements

• Proven experience within Customer Care/Call center environments, particularly within the realm of radiology and PACS administration
• Experience working directly with clinician onboarding on clinical applications
• Background in healthcare and adeptness in troubleshooting with medical professionals, ideally radiologists
• PACS administrator or PACS analyst background preferred
• Basic familiarity with DICOM, Hl-7, MWL standards as well as radiology workflows in general
• Minimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center setting
• Proficiency with Zendesk or G-suite; experience with SaaS platforms preferred
• Previous exposure to startup environments is advantageous, showcasing adaptability and a proactive mindset

Benefits

• Stock Options
• Flexible Paid Time Off
• Medical, dental, vision insurance
• Life insurance
• Paid Maternity and Paternity Leave
• 401K matching
• Apple equipment
• Sponsorship for conferences, continuing education, etc...

The annual US base salary range for this full-time position is $30.00 - $36.00/hour + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.