Technical Support Representative

Asteris; United States; Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Fully remote work-from-home

Competitive base salary

Medical, dental, and vision

401(k) program

Unlimited paid time off

Job summary

Asteris, a leader in veterinary imaging technology, is seeking a Technical Support Representative. You will help veterinary practices keep their Keystone PACS imaging workflows running smoothly, troubleshooting installations, integrations, and connectivity issues to ensure secure, reliable access to diagnostic images.

Responsibilities include responding via phone/email/ticketing system, resolving software and network issues, training clients on features, and escalating complex problems when

Qualifications

• 2+ years in technical support or help desk for software products.
• Solid troubleshooting across Windows environments, networking (TCP/IP, DNS, firewalls), and remote tools.
• Clear, patient communication with non-technical users and strong ownership under pressure.

Responsibilities

• Respond to client requests by phone, email, and ticketing system and resolve issues quickly.
• Troubleshoot software, network, and connectivity affecting image storage, transfer, viewing.
• Support installations, upgrades, and integrations with imaging modalities and practice management systems.
• Install, configure, and maintain client systems, perform updates and backups for data integrity.
• Manage user accounts, permissions, and access.
• Document and track issues in the ticketing system; write knowledge base articles.
• Train clients on Keystone features and best practices.
• Escalate complex issues to Development and follow through to resolution.
• Participate in after-hours / on-call rotation for emergency support.
• Share recurring issues and client feedback to improve the product.

Skills

Technical support

Troubleshooting

Windows & Networking

Communication

Ownership & follow-through

Tools

Ticketing system

Remote support tools

DICOM/PACS

Job description

Description

About Asteris Asteris is a leader in veterinary imaging technology. Our Keystone PACS software suite helps veterinary practices, hospitals, and specialists store, view, share, and report on diagnostic images, from radiographs to ultrasound and CT, easily and securely from anywhere. Built specifically for the veterinary industry, Keystone integrates with leading practice management systems and powers teleconsultation workflows that help veterinarians make confident medical decisions. Asteris is part of Valsoft Corporation, which acquires and grows vertical market software companies.

The Role

As a Technical Support Representative, you will help veterinary practices keep their imaging workflows running smoothly. You will troubleshoot Keystone PACS installations, integrations, and connectivity issues, and deliver the fast, friendly support our clients count on, including for urgent situations where patient care depends on it.

What You'll Do

• Respond to client support requests by phone, email, and ticketing system, and resolve issues quickly
• Troubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewing
• Support installations, upgrades, and integrations with imaging modalities and practice management systems
• Install, configure, and maintain client systems, and perform updates and backups to protect data integrity and security
• Manage user accounts, permissions, and access
• Document and track every issue in the ticketing system, and write clear knowledge base articles
• Train clients on Keystone features, new releases, and best practices
• Escalate complex issues to Development and follow through to resolution
• Participate in an after-hours / on-call rotation for emergency support
• Share recurring issues and client feedback to help improve the product

Requirements

What You Bring

• 2+ years of technical support, help desk, or IT experience, ideally supporting software customers
• Solid troubleshooting skills across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support tools
• Clear, patient communication with non-technical users
• Strong ownership and follow-through, with a calm approach under pressure
• Experience with a ticketing system

Nice to Have

• Experience with DICOM, PACS, or medical imaging systems
• Background in veterinary or healthcare technology
• Familiarity with SQL or basic scripting

Benefits

What We Offer

• Competitive base salary
• Comprehensive benefits: medical, dental, and vision, plus basic life, AD&D, short- and long-term disability, and voluntary life coverage
• 401(k) program
• Unlimited paid time off
• Fully remote, work-from-home role
• The chance to make a real impact on a growing team in a specialized, mission-driven industry.