Technical Support Engineer

Job Summary

The Technical Support Engineer Lead, serves as a senior technical support lead who is the first point of contact for users, providing expert support, troubleshooting issues, contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes. This role combines advanced technical expertise with team leadership, operational oversight, and strategic account management. The Lead is responsible for guiding support engineers, driving service excellence, strengthening executive-level customer relationships, and ensuring proactive, high-quality delivery across assigned strategic accounts.

This position plays a critical role in aligning technical support execution with business objectives, improving customer outcomes, and scaling operational efficiency across the support organization.

Expanded Essential Duties and Responsibilities

• Provide day-to-day team leadership, mentorship, and performance guidance to a team of technical support engineers.
• Serve as the primary technical lead for designated strategic and high-value customer accounts.
• Build and maintain strong relationships with key stakeholders, including customer IT leadership, clinical leaders, executives and internal cross functional team leads.
• Act as an escalation point for complex technical and customer issues, ensuring timely resolution and clear communication.
  Anticipate customer risks and drive mitigation strategies before issues impact operations.
• Ensure white-glove service delivery for strategic accounts, including prioritized response and resolution.
• Partner with Sales and Customer Success teams to support retention, expansion, and upsell opportunities.
• Drive team accountability for service quality, SLAs, and customer satisfaction metrics.
• Conduct regular coaching, training, and performance reviews to develop team capabilities and career growth.
• Lead shift planning, workload balancing, and resource allocation to ensure optimal coverage.
• Promote a culture of continuous improvement, ownership, and customer-centricity.
• Identify skill gaps and implement targeted training programs to strengthen technical and soft skills.
• Partner with management to support hiring, onboarding, and talent development strategies.
• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
• Deliver product and service training to administrators, service-level users, and customers as needed.
• Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.
• Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
• Integrate and support solutions within public cloud environments and DeepHealth platforms.
• Design, implement, document, and support technical solutions that meet customer and organizational requirements.
• Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Minimum Qualifications, Education, and Experience

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in IT support roles.
• Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support lead role.
• Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).
• Strong Linux system administration and command-line experience.
• Experience with MSSQL database management and relational database technologies.
• Strong understanding of networking concepts, troubleshooting, and infrastructure support.
• Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
• Proven experience troubleshooting complex software applications and healthcare technology solutions.
• Experience with public cloud environments and cloud-based integrations.
• Familiarity with scripting, data serialization, and reporting tools such as SSRS.
• Strong troubleshooting, analytical thinking, and critical problem-solving skills.
• Experience using ticketing systems and ITIL-based support processes.
• Strong customer service, relationship management, and call center support experience.
• Excellent written and verbal communication skills with both technical and non-technical audiences.
• Ability to manage multiple priorities and work effectively under pressure.
• Ability to collaborate effectively across cross-functional technical and business teams.
• Flexibility to work varied schedules and participate in on-call rotations as required.
• Strong understanding of PC/server hardware platforms and general IT infrastructure.
• Professional communication and interpersonal skills required for internal and external customer interactions.

Preferred Qualifications

• CCNA or CCNP certification.
• CompTIA Linux+, RHCA, or RHCT certification.
• Radiology workflow experience.
• Experience in healthcare or clinical IT environments.
• Advanced knowledge of healthcare imaging and workflow technologies.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned and management retains the right to add or change duties at any time.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, regional and country laws concerning employment.
• Follows all DeepHealth policies and procedures.
• Follows data privacy, compliance, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
• Completes job responsibilities in a quality and timely manner.

Travel

This position may require occasional travel.

Working Environment

Hybrid/Remote

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.

I have read and understand the responsibilities and requirements of the position

Salary from $70,000 to $85,000 depending upon experience