CME

Technical Support Engineer

Posted Yesterday

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Hiring Remotely in LBN

Remote

Senior level

Artificial Intelligence • Information Technology • Software • Consulting

The Role

Provides second-level technical support for PACS, RIS, and healthcare IT systems. Troubleshoots escalated issues, manages support tickets, performs system updates and maintenance, supports cloud integrations, and documents technical solutions. Coordinates with internal teams, trains customers, conducts technical evaluations, and contributes to process improvement, root cause analysis, and healthcare compliance. Requires extensive healthcare IT or radiology support experience, strong Windows and Linux administration, database, networking, infrastructure, and customer service skills.

Summary Generated by Built In

This is a remote position.

Healthcare industry experience is mandatory for this position. Candidates must have hands-on experience supporting healthcare IT environments, preferably within radiology, medical imaging, or clinical systems.

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 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 healthcare imaging 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.

Requirements

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 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 understanding of PC/server hardware platforms and general IT infrastructure.
Experience using ticketing systems and ITIL-based support processes.

Soft Skills

Strong troubleshooting, analytical thinking, and critical problem-solving skills.
Strong customer service, relationship management, and call center support experience.
Excellent written and verbal communication skills with both technical and non-technical audiences.
Excellent English communication skills.
Ability to manage multiple priorities and work effectively under pressure.
Ability to collaborate effectively across cross-functional technical and business teams.
Ability to build and maintain strong customer relationships through proactive communication and technical guidance.

Working Conditions

Flexibility to work varied schedules and participate in on-call rotations as required.
Availability to support customers and collaborate with teams across US time zones.
Remote work environment with occasional coordination across international teams.

Skills Required

Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience
Minimum 5 years of experience in IT support roles
Minimum 3 years of experience in a similar healthcare or radiology-focused technical support role
Healthcare industry experience supporting healthcare IT environments
Strong knowledge of Windows operating systems and Windows Server
Strong Linux system administration and command-line experience
Experience with MSSQL database management and relational database technologies
Strong understanding of networking, troubleshooting, and infrastructure support
Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems
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 understanding of PC and server hardware platforms and general IT infrastructure
Experience using ticketing systems and ITIL-based support processes
Strong troubleshooting, analytical thinking, and critical problem-solving skills
Strong customer service, relationship management, and call center support experience
Excellent written and verbal communication skills with technical and non-technical audiences
Excellent English communication skills
Ability to manage multiple priorities and work effectively under pressure
Ability to collaborate across cross-functional technical and business teams
Ability to build and maintain strong customer relationships through proactive communication and technical guidance
Flexibility to work varied schedules and participate in on-call rotations
Availability to support customers and collaborate with teams across US time zones

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The Company

689 Employees

Year Founded: 1981

What We Do

CME is a multinational technology firm that specializes in turning modernization and AI into outcomes, helping enterprises transition from strategy to live systems. With over 650 engineers across eight locations, the company creates enterprise systems and scales AI to enable lasting transformation, having successfully delivered more than 350 large-scale projects.