Implementation Support Engineer

The Implementation Support Engineer serves as a primary technical resource for healthcare IT customer projects, with a focus on implementing, supporting, and maintaining PACS/RIS solutions and related healthcare technologies. The role combines hands-on technical troubleshooting, customer support, system implementation and maintenance, cross-functional collaboration, and proactive communication to ensure successful deployments and a high-quality customer experience.

The Key Responsibilities are

• 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 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.

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, including Windows 7 and above and 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.

Strong understanding of PC/server hardware platforms and general IT infrastructure.

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.

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.

Flexibility to work varied schedules and participate in on-call rotations as required (from 2:00 PM to 12:00 AM or 3:00 PM to 1:00 AM)