Software Support Specialist

Kailo Medical; United States; Hybrid; USD 43,000 - 58,000; Full time

Benefits offered by this job

Dental care

On-site gym

Work-from-home flexibility

Job summary

Kailo Medical is seeking a dedicated IT support specialist to deliver first-line technical assistance for radiology software. You will diagnose, log, and resolve issues in collaboration with clients, QA and development teams.

The role emphasizes customer service, clear communication, and ongoing learning about medical imaging workflows. Based in Calgary with a hybrid remote setup, the position offers opportunities to work across Canada and beyond, contributing to AI-enabled tools and evolving

Qualifications

• Proven background in application support or a comparable technical support function, ideally within healthcare, radiology IT, or a similar field.
• Strong troubleshooting knowledge and the ability to resolve complex technical problems methodically.
• Broad IT and networking capability across Windows, macOS, Linux and common software apps.
• Experience using ticketing platforms and remote support tools.
• Excellent written and verbal communication, translating technical details for non-technical users.
• Customer-focused mindset with a genuine commitment to helping others.

Responsibilities

• Deliver first-line technical support to clients by phone and email for software-related issues.
• Investigate, diagnose, and resolve software problems by working with clients to understand challenges.
• Log, monitor, and manage customer queries and incidents in our ticketing system.
• Escalate unresolved or complex issues to internal teams and share feedback on recurring defects.
• Help uncover software bugs and collaborate with product teams to support timely fixes.
• Write and refresh knowledge base articles and user guides to aid client self-solve.

Skills

Troubleshooting

Customer focus

Communication

Time management

Independence

Collaboration

Healthcare/MedTech interest

Education

IT related degree or equivalent experience

Tools

Windows

macOS

Linux

Ticketing systems

Remote support tools

Job description

Requirements

Must have:

• Proven background in application support or a comparable technical support function, ideally within healthcare, radiology IT, or a similar field.
• Strong troubleshooting knowledge and the ability to resolve complex technical problems methodically.
• Broad IT and networking capability, with working proficiency across common operating systems such as Windows, macOS, and Linux, plus standard software applications.
• Experience using ticketing platforms and remote support tools.
• Excellent written and verbal communication skills, including the ability to translate technical details for non-technical users.
• A customer-focused mindset and a genuine commitment to helping others.
• Ability to work both independently and collaboratively across local and global teams in a fast-moving environment.
• Well-developed organization and time management skills.
• Interest in healthcare and MedTech, with a desire to improve medical imaging workflows.
• Current legal right to work in Canada.
• Relevant tertiary education in Information Technology or a related discipline, or equivalent practical experience.
• Valid drivers licence.

Responsibilities:

• Deliver first-line technical support to clients by phone and email for software-related issues.
• Investigate, diagnose, and resolve software problems by working closely with clients to understand their challenges.
• Log, monitor, and manage customer queries and incidents in our ticketing system.
• Partner with internal development and QA teams to escal… unresolved or complex issues and share feedback on recurring defects.
• Help uncover software bugs and collaborate with product teams to support timely fixes and enhancements.
• Write and refresh knowledge base articles and user guides to help clients solve issues independently.
• Manage technical incidents through to closure.
• Provide outstanding customer service with a strong focus on customer satisfaction.
• Stay current on software releases, new features, and industry best practices.
• Use AI tools to draft documentation, summarize client issues, identify ticket patterns, and speed up troubleshooting.
• Contribute to reusable AI tools and prompts that improve support speed and consistency.
• Validate AI-generated output and apply sound judgment, particularly when handling clinical data.

We are Kailo Medical, building workflow software that radiology and medical imaging teams depend on every day, including reporting, integration, and AI products that are changing how imaging is read and reported. Our platform supports teams across Canada, Australia, New Zealand, North America, and beyond, and our work has a direct impact on patient care and the systems clinicians rely on. This client-facing role is based in our Calgary office, with a hybrid remote setup in Calgary, AB. We offer dental care, an on-site gym, and work-from-home flexibility. We are also an AI-native team, using AI tools as a core part of how we work while expecting strong ownership and careful judgment.