Senior Technical Support Engineer
Apply NowCompany: lifeIMAGE
Location: Newton, MA 02458
Description:
Are you ready? If so, then come be a part of our Technical Support team as an innovative leader in healthcare interoperability. Life Image, is currently seeking a technical support guru to help us drive overall client satisfaction based on the consistent delivery of Life Image's next generation and legacy applications.
Do you want to make a difference? Are you ready to bring your career to the next level? Do you want to work for a company that will enable you to put your passion, experience, and technical support skills to work supporting first in kind applications that will help change healthcare for the better? Anything is possible with you and our team. The talent of our team is what has made us the global leader in healthcare interoperability. At Life Image we hire the best people, and help them grow professionally, ensuring a bright future for our teams and our partners.
This position will be remote based in the assigned region.
POSITION OVERVIEW
In this role, the Senior Technical Support Engineer is responsible for providing technical assistance for Life Image's applications to customers via phone, email, and other channels as appropriate. The Senior Technical Support Engineer focuses on in-depth problem analysis of Life Image's applications and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.
RESPONSIBILITIES
REQUIREMENTS
Life Image offers a comprehensive compensation and benefits package, including paid holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Life Image's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Verification of employment eligibility will be required as a condition of hire.
Do you want to make a difference? Are you ready to bring your career to the next level? Do you want to work for a company that will enable you to put your passion, experience, and technical support skills to work supporting first in kind applications that will help change healthcare for the better? Anything is possible with you and our team. The talent of our team is what has made us the global leader in healthcare interoperability. At Life Image we hire the best people, and help them grow professionally, ensuring a bright future for our teams and our partners.
This position will be remote based in the assigned region.
POSITION OVERVIEW
In this role, the Senior Technical Support Engineer is responsible for providing technical assistance for Life Image's applications to customers via phone, email, and other channels as appropriate. The Senior Technical Support Engineer focuses on in-depth problem analysis of Life Image's applications and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.
RESPONSIBILITIES
- Applies advanced technical expertise to resolve Level I thru Level III 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 Salesforce, 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; is required.
REQUIREMENTS
- Bachelor's degree in Computer Science, or equivalent relevant work experience.
- 5+ years of experience in a Tier I thru Tier III support environment and/or advanced networking and database experience (advanced experience w/ one of the following MS-SQL, Oracle, MySQL and SQL queries).
- 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 supporting OS (primarily Linux), application servers (Apache Tomcat).
- Knowledge of network and web related protocols (e.g. TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, web servers.
- Excellent verbal and written communication skills.
- Advanced troubleshooting skills in a technical environment.
- Excellent analytical and problem solving skills.
Life Image offers a comprehensive compensation and benefits package, including paid holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.
Life Image's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Verification of employment eligibility will be required as a condition of hire.