Technical Support Engineer, RIS/PACS- US

Job Summary

The Technical Services Engineer, RIS/PACS is the first point of contact for users, providing expert support, troubleshooting issues, and 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.

Requirements

Expanded Essential Duties and Responsibilities

• Serve as the primary RIS 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 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.

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