Remote PACS Support Engineer – Escalations & Training

Hidden Jobs; United States; Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Remote working environment

Occasional travel

Job summary

Hidden Jobs is seeking a remote PACS support specialist to operate as a key escalation point for healthcare IT projects. The role focuses on troubleshooting, coordination across IT, Product, Engineering, and Project Management teams, and improving the overall support experience.

You will respond to inquiries via phone, email, and ticketing systems, maintain incident records, ensure regulatory compliance, and provide training to administrators and users as needed.

Qualifications

• Proven experience providing technical support for PACS or comparable healthcare imaging/IT systems.
• Strong troubleshooting skills across second-level support scenarios.
• Clear written and verbal communication for engaging with customers and internal stakeholders.

Responsibilities

• Act as the primary PACS support contact for healthcare IT customer projects, providing second-level troubleshooting.
• Respond to customer inquiries through phone, email, and ticketing systems with a professional, timely approach.
• Coordinate project tasks and own customer communication through resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to elevate and resolve complex issues.
• Monitor and triage support queues, routing tickets to appropriate product or functional teams.
• Maintain detailed incident records, resolution notes, workflows, and system changes in the ticketing system.
• Contribute to process improvements, knowledge base content, and root cause analyses.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Deliver product and service training to administrators, end users, and customers as needed.

Skills

PACS knowledge

Troubleshooting

Cross-functional collaboration

Communication skills

Healthcare IT compliance

Ticketing systems

Job description

Hidden Jobs is seeking a remote PACS support specialist to operate as a key escalation point for healthcare IT projects. The role focuses on troubleshooting, coordination across IT, Product, Engineering, and Project Management teams, and improving the overall support experience.

You will respond to inquiries via phone, email, and ticketing systems, maintain incident records, ensure regulatory compliance, and provide training to administrators and users as needed.