Radiology SaaS Support Specialist | Equity & Flexible PTO

Sirona Medical; San Francisco (CA); On-site; USD 85,962,000 - 103,155,000; Full time

Benefits offered by this job

Stock Options

Flexible PTO

Medical, dental, vision insurance

Life Insurance

Parental Leave

401K Matching

Apple Equipment

Conference Sponsorship

Job summary

Sirona Medical in San Francisco is building software to help radiologists work faster, with a unified platform that streamlines the radiology workflow and enables reading from anywhere. This full-time role supports proactive client care, incident response, and cross-functional collaboration with engineering and product teams.

You will document incidents, follow SOPs and SLAs, monitor client sites, and help improve network performance while safeguarding data.

Qualifications

• Proven experience in customer care and radiology/PACS environments.
• Experience onboarding clinicians on clinical applications.
• Background in healthcare and ability to troubleshoot with radiologists.
• Familiarity with PACS, DICOM, HL7, MWL and radiology workflows.
• 3+ years in level I or higher troubleshooting in a call or support center.

Responsibilities

• Respond to client issues and monitor client sites.
• Escalate unresolved issues per SOPs and SLAs and collaborate cross-functionally.
• Document all incidents in the ticketing system with accuracy.
• Safeguard data and follow monitoring, alerting, and security procedures.
• Analyze network performance and identify optimization opportunities.
• Collaborate with engineering and product teams to resolve software issues.
• Maintain knowledge base and runbooks with ongoing updates.

Skills

Customer care

Radiology knowledge

On-call troubleshooting

Communication

Tools

Zendesk

G-suite

SaaS platforms

Job description

Sirona Medical in San Francisco is building software to help radiologists work faster, with a unified platform that streamlines the radiology workflow and enables reading from anywhere. This full-time role supports proactive client care, incident response, and cross-functional collaboration with engineering and product teams.

You will document incidents, follow SOPs and SLAs, monitor client sites, and help improve network performance while safeguarding data.