Technical Support Engineer, RIS- US
Job Summary
The Technical Services Engineer, RIS 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
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Serve as the primary RIS technical support resource for customer healthcare IT projects.
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Provide second-level support for RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
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Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
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Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
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Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
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Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
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Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
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Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
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Ensure compliance with healthcare regulatory standards and internal IT policies.
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Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
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Deliver product and service training to administrators, service-level users, and customers as needed.
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Perform DeepHealth RIS system updates, upgrades, and maintenance activities.
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Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
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Integrate and support solutions within public cloud environments and DeepHealth platforms.
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Design, implement, document, and support technical solutions that meet customer and organizational requirements.
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Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
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Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
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Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.
Minimum Qualifications, Education, and Experience
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Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
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Minimum of 5 years of experience in IT support roles.
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Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.
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Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).
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Strong Linux system administration and command-line experience.
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Experience with MSSQL database management and relational database technologies.
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Strong understanding of networking concepts, troubleshooting, and infrastructure support.
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Experience supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems.
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Proven experience troubleshooting complex software applications and healthcare technology solutions.
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Experience with public cloud environments and cloud-based integrations.
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Familiarity with scripting, data serialization, and reporting tools such as SSRS.
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Strong troubleshooting, analytical thinking, and critical problem-solving skills.
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Experience using ticketing systems and ITIL-based support processes.
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Strong customer service, relationship management, and call center support experience.
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Excellent written and verbal communication skills with both technical and non-technical audiences.
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Ability to manage multiple priorities and work effectively under pressure.
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Ability to collaborate effectively across cross-functional technical