Job Summary The Technical Support Engineer L1 - Strategic Accounts serves as a dedicated technical support resource for DeepHealth's strategic and high-value customer accounts, providing advanced troubleshooting, incident resolution, and proactive technical assistance to ensure a seamless healthcare IT experience. This role works closely with the Strategic Accounts Team (SAT) Lead, internal technical teams, and customer stakeholders to resolve complex technical issues, maintain high service quality, and support the operational stability of customer environments. The Technical Support Engineer L1 - Strategic Accounts is responsible for delivering white-glove technical support, maintaining strong customer relationships, managing assigned support cases, and ensuring timely communication and resolution of technical issues affecting strategic accounts. This position plays a critical role in supporting customer satisfaction, improving operational efficiency, and ensuring the reliable performance of DeepHealth's healthcare IT solutions.
Candidate must sit in Mountain or Pacific Time
Essential Duties and Responsibilities
Strategic Account Support and Customer Service
- Serve as a dedicated technical support resource for assigned strategic and high-value customer accounts.
- Provide white-glove technical support, ensuring responsive, professional, and personalized service to strategic customers.
- Build and maintain strong working relationships with customer IT personnel, clinical users, system administrators, and other key stakeholders.
- Respond to customer inquiries through phone, email, and ticketing systems in a timely and professional manner.
- Take ownership of assigned customer issues from initial investigation through resolution, maintaining consistent communication throughout the support lifecycle.
- Provide proactive customer updates regarding incident status, troubleshooting progress, expected next steps, and resolution.
- Identify potential technical risks or recurring issues and communicate findings to the SAT Lead for further review and mitigation.
- Participate in scheduled customer meetings, technical discussions, and incident reviews as needed.
- Maintain a strong understanding of assigned customer environments, workflows, configurations, and operational requirements.
- Ensure customer issues are addressed in accordance with established service-level agreements (SLAs), support procedures, and escalation guidelines.
- Support customer satisfaction and retention through dependable technical service and effective issue resolution.
Technical Support and Troubleshooting
- Provide advanced technical support for PACS, RIS, and related healthcare IT applications.
- Troubleshoot and resolve complex technical issues involving application functionality, system performance, networking, databases, integrations, and infrastructure.
- Investigate escalated technical incidents involving PACS/RIS systems, DICOM communications, HL7 interfaces, EMR integrations, and other healthcare technologies.
- Analyze application logs, system events, database information, and monitoring tools to identify potential causes of technical issues.
- Perform troubleshooting across Windows and Linux operating environments.
- Assist with diagnosing and resolving issues involving SQL databases, application servers, network connectivity, and system integrations.
- Support applications and integrations hosted in public cloud environments.
- Perform approved system maintenance, application updates, upgrades, patches, and configuration changes.
- Assist with troubleshooting system performance degradation, application errors, service interruptions, and connectivity issues.
- Validate system functionality following maintenance activities, configuration changes, and incident resolution.
- Escalate unresolved or complex technical issues to the appropriate internal teams while providing complete troubleshooting documentation and supporting evidence.
Incident Management and Escalation Coordination
- Monitor assigned support tickets and customer incidents to ensure timely investigation and resolution.
- Prioritize assigned incidents based on severity, customer impact, operational urgency, and established SLA requirements.
- Follow established incident management and escalation procedures.
- Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams to resolve customer issues.
- Ensure escalations include documented troubleshooting steps, relevant logs, error messages, system information, and examples necessary for further investigation.
- Maintain ownership of customer communication and follow-up throughout the escalation process.
- Provide regular updates to the SAT Lead regarding critical incidents, recurring problems, customer concerns, and potential service risks.
- Assist with incident investigations, root cause analysis, and post-incident reviews.
- Participate in critical incident response and service restoration activities as required.
- Track assigned escalations through resolution and confirm that appropriate customer follow-up has been completed.
- Identify recurring incidents and recommend preventive measures or technical improvements.
Technical Documentation and Process Improvement
- Maintain accurate and detailed records of customer incidents, troubleshooting activities, resolutions, and system changes within the designated ticketing system.
- Develop and update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific support procedures.
- Document recurring technical issues and known workarounds to improve troubleshooting efficiency.
- Contribute to continuous improvement initiatives involving technical support processes, incident management, and customer service delivery.
- Identify opportunities to streamline support workflows and improve issue resolution times.
- Share technical knowledge, troubleshooting findings, and lessons learned with other support engineers.
- Follow established documentation standards and internal operational procedures.
- Assist with maintaining accurate customer environment information, including application versions, configurations, integrations, and infrastructure details.
Cross-Functional Collaboration and Technical Projects
- Collaborate with IT, Product, Engineering, Project Management, and Customer Success teams to support customer technical requirements.
- Participate in customer healthcare IT projects, including system implementations, upgrades, migrations, integrations, and technical enhancements.
- Assist with technical evaluations, testing, validation, and implementation of customer solutions.
- Support technical troubleshooting and coordination during customer go-live activities.
- Work with internal teams to investigate product defects, validate fixes, and communicate technical findings.
- Assist with implementing and supporting solutions within public cloud environments and DeepHealth platforms.
- Provide technical input and level-of-effort information for customer requests and proposed solutions as needed.
- Participate in technical discussions involving customer infrastructure, workflows, system requirements, and integration dependencies.
- Coordinate assigned technical tasks and provide progress updates to the SAT Lead and appropriate stakeholders.
Monitoring, Proactive Support, and Operational Readiness
- Monitor assigned customer environments using available monitoring and diagnostic tools.
- Review system alerts, application performance indicators, service availability, and operational health metrics.
- Investigate abnormal system behavior, performance trends, and potential service disruptions.
- Identify and communicate emerging technical risks before they result in significant customer impact.
- Assist with validating monitoring alerts, escalation procedures, and incident response workflows.
- Participate in scheduled maintenance activities and operational readiness checks.
- Support proactive technical reviews of customer environments when requested.
- Follow established procedures for documenting and communicating critical system events.
- Participate in on-call rotations, after-hours support, and critical incident response as required.
Customer Training and Technical Guidance
- Provide technical guidance to customer administrators, IT personnel, and service-level users.
- Deliver product and service training to customers as needed.
- Educate customers on system functionality, configuration options, troubleshooting procedures, and recommended best practices.
- Assist customers in understanding technical workflows and system capabilities.
- Provide clear explanations of technical issues and resolutions to both technical and non-technical audiences.
- Support customer adoption of solutions through effective technical communication and assistance.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Minimum Qualifications, Education and Experience
- Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience (required).
- Minimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles (required).
- Experience supporting healthcare IT systems, preferably within radiology or medical imaging environments (required).
- Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server) (required).
- Strong Linux system administration and command-line experience (required).
- Experience with MSSQL database management and relational database technologies (required).
- Strong understanding of networking concepts, troubleshooting, and infrastructure support (required).
- Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems (required).
- Proven experience troubleshooting complex software applications and healthcare technology solutions (required).
- Experience with public cloud environments and cloud-based integrations (required).
- Familiarity with scripting, data serialization, and reporting tools such as SSRS (required).
- Strong troubleshooting, analytical thinking, and critical problem-solving skills (required).
- Experience using ticketing systems and ITIL-based support processes (required).
- Strong customer service, relationship management, and technical support experience (required).
- Excellent written and verbal communication skills with both technical and non-technical audiences (required).
- Ability to independently investigate and manage assigned technical issues while recognizing when escalation is necessary (required).
- Ability to manage multiple priorities and work effectively under pressure (required).
- Ability to collaborate effectively across cross-functional technical and business teams (required).
- Ability to provide professional and timely customer communication throughout the incident lifecycle (required).
- Flexibility to work varied schedules and participate in on-call rotations as required (required).
- Strong understanding of PC/server hardware platforms and general IT infrastructure (required).
- Professional communication and interpersonal skills required for internal and external customer interactions (required).
- Preferred: CCNA or CCNP certification.
- Preferred: CompTIA Linux+, RHCA, or RHCT certification.
- Preferred: Radiology workflow experience.
- Preferred: Experience in healthcare or clinical IT environments.
- Preferred: Advanced knowledge of healthcare imaging and workflow technologies.
- Preferred: Experience supporting enterprise PACS/RIS environments.
- Preferred: Experience supporting high-priority or strategic customer accounts.
- Preferred: Familiarity with cloud-hosted healthcare applications and infrastructure.
- Preferred: Experience with technical monitoring and alerting platforms.
- Preferred: Experience participating in incident investigations and root cause analysis.
- Preferred: Familiarity with customer-facing escalation management and SLA-driven support environments.
Quality Standards
- Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
- Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
- Follows all local, regional and country laws concerning employment.
- Follows all DeepHealth policies and procedures.
- Follows data privacy, compliance, safety and confidentiality standards at all times.
- Practices universal safety precautions.
- Promotes good public relations on the phone and in person.
- Adapts and is willing to learn new tasks, methods, and systems.
- Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
- Completes job responsibilities in a quality and timely manner.
- Demonstrates accountability for assigned customer issues and technical responsibilities.
- Maintains professional, timely, and accurate communication with customers and internal teams.
- Follows established escalation procedures and communicates critical incidents to the SAT Lead.
- Demonstrates a customer-focused approach to technical support and problem resolution.
Travel This position requires domestic / international travel up to 10%.
Working Environment Remote
Salary:
$70,000-$80,000 USD