Intelerad is looking to solve the problem of providing advanced technical assistance for medical imaging applications to customers across healthcare organizations, ensuring customer success and directly impacting patient care delivery.
Requirements
- Advanced experience with relational database management systems (MSSQL, Oracle, or MySQL) including complex SQL query development and optimization
- Strong knowledge of network and web protocols (TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, and web servers
- Experience supporting Linux operating systems and application servers (Apache Tomcat or equivalent)
- Experience implementing and supporting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions
- Experience with Windows operating systems (desktop and server environments)
- Healthcare software experience, particularly in medical imaging environments
- Strong technical aptitude with ability to quickly learn new technologies and applications
Responsibilities
- Resolve Complex Technical Issues: Apply advanced technical expertise to analyze, troubleshoot, and resolve complex customer issues with Intelerad's medical imaging applications and their integration into diverse healthcare environments
- Deliver Exceptional Customer Support: Respond to customer inquiries via phone, email, and other channels within designated SLA timeframes, consistently exceeding customer expectations through outstanding service delivery and technical solutions
- Manage Customer Relationships: Own customer cases from initiation to resolution, documenting all interactions, solutions, and outcomes in the case management system while proactively updating customers throughout the resolution process
- Collaborate Across Teams: Partner effectively with Sales, Product, Engineering, and Technical Operations teams to identify product defects, design solutions, conduct testing, and ensure seamless customer experiences
- Contribute to Knowledge Management: Actively develop and maintain technical documentation, knowledge base articles, and online community resources that enhance support capabilities and customer self-service options
Other
- Bachelor's degree in Computer Science or equivalent work experience
- 5+ years of technical support experience with demonstrated progression in responsibility
- Excellent verbal and written communication skills with ability to explain technical concepts to diverse audiences
- Ability to obtain US security clearance (US citizenship required)
- Schedule: Monday-Friday, 8:00 AM - 5:00 PM Eastern
