Technical Support Analyst

• Provide inbound technical support for assigned products via phone and other support channels
• Respond to and investigate automated alerts for monitored systems
• Communicate effectively with customers to fully understand issues and provide timely, accurate resolutions
• Accurately document all customer interactions, troubleshooting steps, and time worked in support tickets, following established policies and procedures
• Apply structured troubleshooting techniques to diagnose and resolve technical issues
• Escalate issues appropriately and identify when additional assistance is required
• Assist with the diagnosis and resolution of escalated or complex technical issues
• Create and maintain knowledge base articles and technical documentation
• Stay current with industry trends, product updates, release changes, and known issues related to assigned products
• Perform on-site visits to customer, partner, or internal locations as required
• Participate in after-hours, on-call support for critical issues
• Install, configure, and troubleshoot proprietary software components, including support for approved Change Requests

Requirements

• Minimum of 2 years of experience in a technical support or IT support environment, preferably within the Healthcare IT domain
• Working knowledge of PC and server hardware, operating systems, and network connectivity (LAN, WAN, and Internet)
• Proven experience troubleshooting and resolving technical issues in a customer-facing support role
• Preferred: Experience supporting Healthcare IT solutions (e.g., HIM, Radiology, RIS/PACS, EMR/EHR), including physician-facing environments, speech recognition technologies, HL7 interfaces, and an understanding of radiology workflows.
• Excellent written and verbal communication skills, with the ability to communicate effectively with clients
• Ability to work flexible shifts, including on-call rotations
• Willingness and ability to travel as required

Benefits

• Join a fast-growing healthcare technology company at the forefront of AI innovation in radiology

• Own meaningful work that impacts radiologists, healthcare systems, and patient outcomes worldwide

• Collaborate in a mission-driven, innovative culture built on trust, quality, and purpose
• Enjoy flexibility, with adaptable hours and remote work
• Competitive compensation and benefits, including health insurance plans, 401(k), and other perks supporting your well-being