The Role
- Provide inbound technical support for assigned products via phone and other support channels
- Respond to and investigate automated alerts for monitored systems
- Communicate effectively with customers to fully understand issues and provide timely, accurate resolutions
- Accurately document all customer interactions, troubleshooting steps, and time worked in support tickets, following established policies and procedures
- Apply structured troubleshooting techniques to diagnose and resolve technical issues
- Escalate issues appropriately and identify when additional assistance is required
- Assist with the diagnosis and resolution of escalated or complex technical issues
- Create and maintain knowledge base articles and technical documentation
- Stay current with industry trends, product updates, release changes, and known issues related to assigned products
- Perform on-site visits to customer, partner, or internal locations as required
- Participate in after-hours, on-call support for critical issues
- Install, configure, and troubleshoot proprietary software components, including support for approved Change Requests
Requirements
- Minimum of 2 years of experience in a technical support or IT support environment, preferably within the Healthcare IT domain
- Working knowledge of PC and server hardware, operating systems, and network connectivity (LAN, WAN, and Internet)
- Proven experience troubleshooting and resolving technical issues in a customer-facing support role
- Preferred: Experience supporting Healthcare IT solutions (e.g., HIM, Radiology, RIS/PACS, EMR/EHR), including physician-facing environments, speech recognition technologies, HL7 interfaces, and an understanding of radiology workflows.
- Excellent written and verbal communication skills, with the ability to communicate effectively with clients
- Ability to work flexible shifts, including on-call rotations
- Willingness and ability to travel as required
Benefits
- Join a fast-growing healthcare technology company at the forefront of AI innovation in radiology
- Own meaningful work that impacts radiologists, healthcare systems, and patient outcomes worldwide
- Collaborate in a mission-driven, innovative culture built on trust, quality, and purpose
- Enjoy flexibility, with adaptable hours and remote work
- Competitive compensation and benefits, including health insurance plans, 401(k), and other perks supporting your well-being
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The Company
What We Do
Jacobian empowers physicians to deliver diagnostic excellence for every patient. Radiologists and pathologists are overburdened, and the industry can’t keep up with imaging demand. Jacobian exists to solve that problem. "Intelligence Amplified" reflects Jacobian’s core philosophy: Enhancing - not replacing - human expertise with AI and automation.
