This is a remote, customer-focused support role dedicated to helping healthcare professionals maintain reliable, efficient access to critical clinical technology. You will monitor client environments, respond to application and technical issues, and drive timely resolution in line with established service standards. The role combines hands-on troubleshooting with close collaboration across engineering, product, and support teams. You will work in a fast-paced environment where accuracy, responsiveness, and clear communication directly influence the user experience. The position also offers opportunities to improve workflows, documentation, and support processes as the organization scales. The preferred schedule is 7 AM–7 PM EST on Saturdays and Sundays, with participation in a rotating schedule that may include overnight and additional weekend shifts.
Accountabilities
- Proactively respond to client issues, monitor client environments, and identify potential problems before they impact users.
- Resolve support requests efficiently in accordance with established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), involving cross-functional teams when needed.
- Investigate, troubleshoot, and resolve application, network, and software-related issues while maintaining a strong focus on customer experience.
- Document incidents, troubleshooting steps, and resolutions accurately and comprehensively within the ticketing system.
- Escalate unresolved or complex issues through the appropriate internal channels to support timely resolution.
- Follow monitoring, alerting, security, and data-protection procedures to maintain operational integrity and safeguard sensitive client information.
- Analyze network performance metrics and identify opportunities to improve reliability, performance, and efficiency.
- Collaborate closely with engineering and product development teams to investigate and resolve software-related issues.
- Contribute to and continuously improve knowledge-base articles, runbooks, troubleshooting documentation, and support processes.
- Minimum 3 years of experience in Level I or higher technical troubleshooting within a call center, customer support, application support, or support center environment.
- Experience in customer care or call center environments, ideally within healthcare, radiology, PACS administration, or clinical technology.
- Direct experience supporting or onboarding clinicians on clinical applications.
- Strong ability to troubleshoot technical issues while communicating effectively with medical professionals, ideally radiologists.
- Experience as a PACS Administrator or PACS Analyst is preferred.
- Basic familiarity with DICOM, HL7, and Modality Worklist (MWL) standards, as well as general radiology workflows.
- Experience with Zendesk, G Suite, or comparable support and productivity platforms; familiarity with SaaS environments is advantageous.
- Strong analytical and problem-solving skills, with the ability to prioritize incidents and work effectively under time-sensitive conditions.
- Excellent written and verbal communication skills, combined with a collaborative, customer-first mindset.
- Adaptability, initiative, and comfort working in a fast-moving environment; previous startup experience is a plus.
- Willingness and ability to work the required rotating schedule, including weekends and overnight shifts when assigned.
- $30.00–$36.00 per hour base compensation for full-time employment, plus equity and benefits.
- Flexible compensation within the stated range based on experience, work location, skills, competencies, education, and training.
- Stock options/equity participation.
- Flexible Paid Time Off (PTO).
- Medical, dental, and vision insurance.
- Life insurance.
- Paid maternity and paternity leave.
- 401(k) matching.
- Apple equipment provided for work.
- Sponsorship for conferences, continuing education, and professional development opportunities.
- Fully remote work within the United States.
- Opportunity to contribute to a healthcare technology environment focused on improving clinical workflows and operational efficiency.
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
