MedTech Support Engineer (Hybrid, AI-Driven)

Kailo Medical

United States

Hybrid

USD 43,000 - 58,000

Full time

14 days+

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Benefits offered by this job

Dental care

On-site gym

Work-from-home flexibility

Job summary

Kailo Medical is seeking a dedicated IT support specialist to deliver first-line technical assistance for radiology software. You will diagnose, log, and resolve issues in collaboration with clients, QA and development teams.

The role emphasizes customer service, clear communication, and ongoing learning about medical imaging workflows. Based in Calgary with a hybrid remote setup, the position offers opportunities to work across Canada and beyond, contributing to AI-enabled tools and evolving

Qualifications

Proven background in application support or a comparable technical support function, ideally within healthcare, radiology IT, or a similar field.
Strong troubleshooting knowledge and the ability to resolve complex technical problems methodically.
Broad IT and networking capability across Windows, macOS, Linux and common software apps.
Experience using ticketing platforms and remote support tools.
Excellent written and verbal communication, translating technical details for non-technical users.
Customer-focused mindset with a genuine commitment to helping others.

Responsibilities

Deliver first-line technical support to clients by phone and email for software-related issues.
Investigate, diagnose, and resolve software problems by working with clients to understand challenges.
Log, monitor, and manage customer queries and incidents in our ticketing system.
Escalate unresolved or complex issues to internal teams and share feedback on recurring defects.
Help uncover software bugs and collaborate with product teams to support timely fixes.
Write and refresh knowledge base articles and user guides to aid client self-solve.