PACS Technical Support Engineer - Remote Healthcare IT

Quantib BV; United States; Remote; USD 75,000 - 100,000; Full time

Job summary

DeepHealth is seeking a Technical Services Engineer, PACS to be the first line of contact for users, providing expert support, troubleshooting, and contributing to a seamless healthcare IT experience. You will work with cross-functional teams to resolve incidents, maintain service quality, and improve support processes.

Responsibilities include second-level PACS support, incident response, and coordination of communication with customers.

Qualifications

• Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.

Responsibilities

• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second-level support for PACS 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 upscale 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 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.

Job description

DeepHealth is seeking a Technical Services Engineer, PACS to be the first line of contact for users, providing expert support, troubleshooting, and contributing to a seamless healthcare IT experience. You will work with cross-functional teams to resolve incidents, maintain service quality, and improve support processes.

Responsibilities include second-level PACS support, incident response, and coordination of communication with customers.