Associate Technical Support Engineer

The Role
We are seeking a motivated Associate Support Engineer to join our MiPACS Support team. This begins as a remote-first role with opportunities for growth into on-site implementation (60-75% travel) or advanced roles within the remote support team. We value individuals with strong IT expertise, people skills, and a passion for troubleshooting.
Responsibilities

• Provide remote phone & email technical support to MiPACS customers & vendor partners including IT Administrators, clinicians, Database Administrators, Software Engineers, & more from 8:30 AM to 8:00 PM Eastern Time. Remote work schedule is staggered with rotating shifts.
• Troubleshoot and resolve customer issues related to MiPACS, including SQL queries, PowerShell scripts, and network configurations.
• Assist customers with product setup and training, ensuring they can effectively use MiPACS solutions.
• Assist with QA testing for new software releases, focusing on functionality, security features, and bug fixes.
• Maintain accurate records of customer interactions in CRM systems.
• Develop knowledge of DICOM standards, patient management systems, X-ray devices, other medical imaging, system integrations, & more.
• Handle complex inquiries with critical thinking and problem-solving skills.
• Stay updated on DICOM standards, HIPAA certifications, medical imaging technologies, and best practices in healthcare IT.
• Collaborate with other teams at MiPACS & Apryse for smooth handoffs of technical projects, product development, bug fixes & more.
• Traveling to customer sites will be required after successful completion of the training program.

Qualifications

• IT & Networking skills with troubleshooting experience.
• Working knowledge of SQL and PowerShell is a plus.
• Familiarity with DICOM, network protocols, and medical imaging devices is preferred.
• Healthcare IT experience is advantageous.
• Strong interpersonal skills with the ability to engage both technical and non-technical stakeholders effectively.

• Experience using Freshdesk, Salesforce, or similar CRMs.
• Critical thinking and problem-solving abilities to resolve customer issues efficiently.
• Comfortable working in rotating shifts and managing multiple tasks simultaneously.

Preferred Skills and Certifications

• CompTIA Network+ and A+ certifications.
• Familiarity with medical devices, HIPAA, and patient management systems.
• Experience working with QA workflows and remote support tools.

Benefits

• Competitive salary commensurate with experience and qualifications.
• A comprehensive extended benefits package including health, dental and vision for you and your family, with company paid offerings.
• 401K savings program with company match.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous and entrepreneurial environment.
• Annual recurring WFH allowance for you to purchase items you need for your home office.
• Ongoing support for learning development so you can master your craft.
• Work with the hardware you're most comfortable with (Windows or Mac).
• Diverse and inclusive workplace where we all learn from each other.

Company Description
As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Ready to join our team?
If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed.
The compensation for this position is commensurate upon experience, with a range between $50,000 $70,000 USD in on target earnings.
We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.