Level 4 Support Engineer for Medical Domain

Description

• Identify opportunities for automation and process optimization in support workflows.
• Investigate and resolve complex incidents, ensuring minimal impact to business operations.
• Monitor system health and performance using observability tools; proactively detect anomalies.
• Lead the resolution of install base issues related to the product by determining root cause of failures/complaints, determining resolution and updating code base/procedures to prevent similar failures from occurring in the future.
• Serve as a subject matter expert (SME) for overall product technical implementation and use cases
• Drive world-class support for global customers.
• Maintain and improve runbooks, SOPs, and knowledge base documentation.
• Collaborate with engineering teams to identify root causes and implement long-term fixes.

Requirements

• Understanding of ITIL practices and incident/change/problem management workflows.
• Previous experience troubleshooting and interaction with multiple sub systems.
• Demonstrates clarity of thinking to work through limited information and vague problem definitions.
• Experience with scripting (e.g., Python, SQL, Bash) and automation tools.
• A minimum of 3 years’ experience with HL7 and Radiology workflows
• 4–7 years of experience in technical support, system operations, or incident management.
• Strong troubleshooting skills across application, infrastructure, and network layers.
• Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service.
• Bachelor’s degree in computer science or in “STEM” Majors (Science, Technology, Engineering and Math)
• Familiarity with cloud platforms (AWS) and monitoring tools (e.g., Prometheus, Grafana).
• Possess advanced domain knowledge and shows great customer focus.
• A minimum of 3 years’ experience with DICOM

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance