Senior Technical Support Engineer

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

In this role, the Senior Technical Support Engineer is responsible for providing technical assistance for Intelerad's Medical Imaging applications to customers via phone, email, and other channels as appropriate. The Senior Technical Support Engineer focuses on in-depth problem analysis of Intelerad's applications and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.

• Applies expertise to resolve complex technical issues. 
• Answer daily customer calls and email tickets efficiently, exceeding customer expectations by providing outstanding customer service.
• Analyze break/fix issues and work with empathy and a sense of urgency to deliver solutions to meet customer needs.
• Manage customer cases and document all customer interactions and resolutions in our case management system.
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Collaborate and take ownership of technical issues and work with internal teams in identifying product defects, designing solutions, and testing.
• Work effectively with cross-functional teams including Sales, Product, Engineering, and Technical Operations.
• Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our applications.
• Proactively update our customers and ensure that they are satisfied with our support service.
• As a 24x7x365 organization, holidays and on-call responsibilities are required. 
• The shift for the role is 8am-5pm M-F per local time zone of the selected candidate

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Qualifications

Required

• Bachelor's degree in Computer Science, or equivalent relevant work experience
• 5+ years of related experience
• 3+ years of experience in a Tier 2 support environment with:
  • RDBMS / relational database experience -advanced experience w/ one of the following MSSQL, Oracle, MySQL and SQL queries
  • Knowledge of network and web related protocols (e.g. TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, web servers, etc.
• Experience with supporting Linux OS and application servers (Apache Tomcat or similar)
• Excellent verbal and written communication skills
• Advanced troubleshooting skills in a technical environment
• Excellent analytical and problem solving skills
• Able to obtain US security clearance (US citizenship required)

Preferred

• Experience with the implementation and support of Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), and/or Diagnostic Imaging Workflow Management solutions
• Experience with Windows OS - desktop & server

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment