Remote Technical Support Specialist: Backend & Observability

Synthesis Health

Huntington (WV)

Remote

USD 34,000 - 48,000

Full time

14 days+

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Use as needed vacation policy

Employee stock option program

Job summary

Synthesis Health is seeking a technical support specialist to own outcomes for backend and diagnostic issues across Core, Vision, and observability workloads. You’ll work with SQL, GCP, and gateway logs to determine root causes and guide cross-functional teams through resolution.

You will differentiate clinical vs technical root causes, close tickets, and contribute runbooks. This role requires on-call rotations and strong collaboration with Engineering, DevOps, and Clinical Support.

Qualifications

Associate degree in IT, CS, or related field or equivalent experience.
Familiar with HL7 and DICOM concepts; read audit trails and distinguish root causes.
Proficient in SQL and Google Cloud Platform navigation; strong support tooling experience.
Experts in methodical root-cause analysis and clear handoffs to Engineering.

Responsibilities

Diagnose and resolve escalated backend and tech issues across Core and Vision platforms.
Investigate audit trails, gateway logs, cloud transaction logs, Grafana data to identify root cause.
Trace symptoms to backend SQL and GCP components before escalation.
Differentiate technical/configuration causes from clinical-workflow issues and coordinate with Clinical Support.
Close escalated tickets across Vision, monitoring, Gateway, DevOps, and release-support.
Escalate defects and incidents with full reproduction and handoff to relevant teams.
Complete resolution steps and accurate ticket classification for reporting.
Contribute runbooks and escalation standards for HL7, DICOM, and observability workflows.
Mentor analysts on first-line triage across technical boundaries; participate in on-call rotations.