Technical Support Engineer-PACS/LINUX

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

In this role, the Technical Support Engineer is responsible for providing technical assistance for Life Image’s applications to customers via phone, email, and other channels as appropriate. The Technical Support Engineer focuses on in-depth problem analysis of Life Image’s applications and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.   

RESPONSIBILITIES  

• Applies advanced technical expertise to resolve Level I thru Level III technical issues.  
• Answer daily customer calls and email tickets efficiently, exceeding customer expectations by providing outstanding customer service.  
• Analyze break/fix issues and work with empathy and a sense of urgency to deliver solutions to meet customer needs.  
• Manage customer cases and document all customer interactions and resolutions in Salesforce, our case management system.  
• Actively contribute to our technical knowledge base, online community, and other technical documentation.  
• Collaborate and take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing.  
• Work effectively with cross-functional teams including Sales, Product, Engineering, and Technical Operations.  
• Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our applications.  
• Proactively update our customers and ensure that they are satisfied with our support service.  
• As a 24x7x365 organization, holidays and on-call responsibilities; is required. 

Qualifications

REQUIREMENTS   

• Bachelor's degree in Computer Science, or equivalent relevant work experience.  
• 5+ years of experience in a Tier I thru Tier III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MSSQL, Oracle, MySQL and SQL queries).  
• Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions.  
• Experience with supporting OS (primarily Linux), application servers (Apache Tomcat).  
• Knowledge of network and web related protocols (e.g. TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, web servers.  
• Excellent verbal and written communication skills.   
• Advanced troubleshooting skills in a technical environment.  Excellent analytical and problem solving skills. 

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard