Application Support Specialist - Overnight M-F

Sirona Medical; United States; Remote; USD 34,440,000 - 52,349,000; Full time

Job summary

Sirona Medical in San Francisco-based company is seeking an Application Support Specialist. This hourly remote role within the United States offers a preferred shift of 11 PM to 7:30 AM EST, with rotating overnight and weekend shifts to meet customer and business needs.

You will proactively respond to client issues, monitor sites, document incidents, and escalate where needed. Collaborate with engineering and product teams to resolve software issues and contribute to knowledge base updates for

Qualifications

• Three+ years in level I troubleshooting in call center or support.
• Experience in radiology and PACS administration.
• Familiar with DICOM, HL7, MWL standards.
• Proficient with healthcare SaaS platforms.

Responsibilities

• Respond to client issues and monitor client sites.
• Document incidents in ticketing system with accuracy.
• Escalate unresolved issues promptly to internal channels.
• Collaborate with engineering and product teams to address software issues.
• Contribute to knowledge base and runbooks.
• Adhere to SOPs and SLAs and monitor security procedures.

Skills

Customer Care

Radiology PACS

PACS Admin

Zendesk

SaaS

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 Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients.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 .

About Us:

At Sirona Medical , we are dedicated to providing exceptional support and service to the radiologists that use our platform, ensuring a seamless and rewarding experience. We believe in fostering a culture of collaboration, inclusivity, and efficiency, striving to exceed expectations in every interaction. 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
• 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

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 min