Customer Support Engineer - Solutions for Enterprise Imaging

Role overview

Responsibilities

• Install, configure, and commission RIS, PACS, archiving, VNA, Cardiology, integrations, and third-party systems.
• Troubleshoot configurations, interfaces, networks, cloud and on-premise components, data, analytics, and infrastructure.
• Provide onsite and remote customer support; conduct health checks and maintain system availability.
• Perform root cause analysis and coordinate with internal and global support teams.
• Serve as the primary technical contact for incidents and service requests.
• Support Resident Engineer assignments, surveys, go-lives, upgrades, and migrations.
• Lead customer communications during critical events and facilitate retrospectives.
• Improve support processes, analyze customer feedback and support data, and recommend technical changes.
• Maintain documentation, reporting, and knowledge sharing.

Required qualifications

• Knowledge comparable to a bachelor’s degree in IT, Computer Engineering, or a relevant field.
• 3–5 years of Healthcare IT and solutions experience; imaging experience is preferred.
• Hands-on experience with RIS, PACS, VNA, Cardiology, and integrations.
• Strong knowledge of DICOM, HL7, IHE, and healthcare workflows.
• Experience in healthcare digital environments or large healthcare organizations.
• Knowledge of Windows or Linux, databases, virtualization, and IT infrastructure.
• Ability to work independently in customer-facing and Resident Engineer roles.
• Strong troubleshooting, analytical, problem-solving, and communication skills.
• Fluent written and spoken English; willingness to travel 50% or more.

Work arrangement

• Support may be delivered onsite or remotely, and Resident Engineer assignments require onsite presence.
• Travel of 50% or more may be required based on business needs.