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Technical Support Engineer, PACS - US

May 29, 2026

Job SummaryThe Technical Services Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes. Expanded Essential Duties and Responsibilities<ul><li>Serve as the primary PACS technical support resource for customer healthcare IT projects.</li><li>Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.</li><li>Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.</li><li>Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.</li><li>Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.</li><li>Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.</li><li>Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.</li><li>Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.</li><li>Ensure compliance with healthcare regulatory standards and internal IT policies.</li><li>Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.</li><li>Deliver product and service training to administrators, service-level users, and customers as needed.</li><li>Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.</li><li>Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.</li><li>Integrate and support solutions within public cloud environments and DeepHealth platforms.</li><li>Design, implement, document, and support technical solutions that meet customer and organizational requirements.</li><li>Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.</li><li>Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.</li><li>Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.</li></ul> Minimum Qualifications, Education, and Experience<ul><li>Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.</li><li>Minimum of 5 years of experience in IT support roles.</li><li>Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.</li><li>Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).</li><li>Strong Linux system administration and command-line experience.</li><li>Experience with MSSQL database management and relational database technologies.</li><li>Strong understanding of networking concepts, troubleshooting, and infrastructure support.</li><li>Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.</li><li>Proven experience troubleshooting complex software applications and healthcare technology solutions.</li><li>Experience with public cloud environments and cloud-based integrations.</li><li>Familiarity with scripting, data serialization, and reporting tools such as SSRS.</li><li>Strong troubleshooting, analytical thinking, and critical problem-solving skills.</li><li>Experience using ticketing systems and ITIL-based support processes.</li><li>Strong customer service, relationship management, and call center support experience.</li><li>Excellent written and verbal communication skills with both technical and non-technical audiences.</li><li>Ability to manage multiple priorities and work effectively under pressure.</li><li>Ability to collaborate effectively across cross-functional technical and business teams.</li><li>Flexibility to work varied schedules and participate in on-call rotations as required.</li><li>Strong understanding of PC/server hardware platforms and general IT infrastructure.</li><li>Professional communication and interpersonal skills required for internal and external customer interactions.</li></ul> Preferred Qualifications<ul><li>CCNA or CCNP certification.</li><li>CompTIA Linux+, RHCA, or RHCT certification.</li><li>Radiology workflow experience.</li><li>Experience in healthcare or clinical IT environments.</li><li>Advanced knowledge of healthcare imaging and workflow technologies.</li></ul> PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time. Quality Standards· Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.· Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance. · Follows all local, regional and country laws concerning employment.· Follows all DeepHealth policies and procedures.· Follows data privacy, compliance, safety and confidentiality standards at all times.· Practices universal safety precautions.· Promotes good public relations on the phone and in person.· Adapts and is willing to learn new tasks, methods, and systems.· Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.· Completes job responsibilities in a quality and timely manner. TravelThis position may require occasional travel. Working EnvironmentRemote Physical DemandsThis position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.Salary range is $75,000 to $100,00 depending upon experience

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...