Senior Technical Support Engineer - PST

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, Vision,

Life insurance

HSA with employer match

FSA

DCFSA

401(k)

11 paid company holidays

Flexible PTO

Annual company offsite

Periodic team offsites

Annual equipment stipend

Job summary

Ladders is seeking a Senior Technical Support Engineer - PST to join our team remotely in the United States. You will act as a senior escalation resource for complex healthcare IT issues across systems and support workflows.

You will own high-visibility incidents, support enterprise go-lives, and collaborate with engineering, automation, and internal teams to improve service delivery. Strong communication and mentoring skills are essential to elevate our support capabilities.

Qualifications

• 6+ years in customer-facing technical roles, with 2+ years as a senior escalation resource.
• Hands-on experience with HL7 v2 messaging and PACS/RIS workflows in healthcare.
• Proven ability to debug web and desktop applications in complex Windows environments.
• Exceptional communication skills for internal and customer-facing interactions.
• Experience mentoring support engineers to enhance team performance.
• Comfortable in a fast-paced startup environment with evolving processes.

Responsibilities

• Serve as the senior technical escalation point for complex multi-system issues
• Own high-visibility customer incidents and lead the technical support response
• Lead technical support coverage for enterprise go-lives and readiness reviews
• Drive ticket quality and SLA attainment through workflow design and standards
• Build and maintain troubleshooting guides and Help Center content
• Partner with automation teams to design and implement self-service tooling
• Represent Technical Support in engineering triage and incident reviews

Skills

HL7 v2 messaging

PACS/RIS workflows

Debug web/desktop apps Windows

Communication skills

Mentoring support engineers

Startup environment adaptability

Job description

For our client, we are seeking a Senior Technical Support Engineer - PST to join the team of a leader in the Hospitals & Medical Centers space.

This role will serve as a senior escalation resource for complex technical issues across healthcare systems and support workflows. You will lead high-visibility customer incidents, help ensure readiness for enterprise go-lives, and partner closely with engineering, automation, and internal support teams to improve service delivery. The position also plays a key role in strengthening troubleshooting resources, ticket quality, and incident response standards in a fast-paced environment.

Location: Remote

Compensation: $110,000 – $130,000 annually

Responsibilities

• Serve as the senior technical escalation point for complex multi-system issues
• Own high-visibility customer incidents and lead the technical support response
• Lead technical support coverage for enterprise go-lives and readiness reviews
• Drive ticket quality and SLA attainment through workflow design and standards
• Build and maintain troubleshooting guides and Help Center content
• Partner with automation teams to design and implement self-service tooling
• Represent Technical Support in engineering triage and incident reviews

Qualifications

• 6+ years in customer-facing technical roles, with 2+ years as a senior escalation resource
• Hands-on experience with HL7 v2 messaging and PACS/RIS workflows in healthcare
• Proven ability to debug web and desktop applications in complex Windows environments
• Exceptional communication skills for internal and customer-facing interactions
• Experience mentoring support engineers to enhance team performance
• Comfortable in a fast-paced startup environment with evolving processes

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA with employer match, FSA, and DCFSA
• 401(k)
• 11 paid company holidays
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend

Our client is an equal opportunity employer.