Solutions support engineer for biomedical data

This is a unique opportunity for a self-motivated and customer-driven technical support specialist to interact with all facets of a software engineering lifecycle within a fast-paced company working with cutting edge technology. Successful applicants will have a passion for serving customers, and a proactive approach for troubleshooting technical issues. Successful applicants will have a passion for problem-solving, teamwork, and delivering excellent results.

• Receive and take ownership of incoming support tickets to resolution.
• Monitor and adhere to SLA requirements on support tickets.
• Investigate and triage issues reported with radiology reader tasks and documented workflow
• Directly communicate with internal stakeholders, and external customers
• Provide short term solutions, and workarounds where possible
• Escalate issues when necessary, tracking related progress and updating customers.
• Compile logs, data, and investigation results into complete engineering tickets as part of escalation chain
• Monitor alerts and site performance and proactively remediate issues.
• Adhere to HIPAA standards and strict security standards.
• Analyze ticket trends and recommend process, system, and product improvements.
• Curate internal and end-user documentation and training material.
• Manage incidents through online ticketing system
• Help the team achieve quarterly performance goals and initiatives.

• Strong client-facing customer service skills.
• Ability to translate technical information into user-facing communication.
• Proven ability to anticipate challenges, solve problems efficiently, and pursue ongoing skill development.
• Proficiency using command-line tools to support services running on remote Linux hosts.
• Direct experience with production application deployments in AWS, Azure, and GCP.
• Hands-on experience with diagnosing and resolving latency, bandwidth, and connectivity failures across network layers.
• Strong background in error log evaluation, fault analysis, and root cause identification.
• Strong attention to detail surrounding HIPAA compliance and security guidelines.
• English level: Upper intermediate
• Будет плюсом: Working knowledge of medical imaging terminology and procedures is a plus but not required

• Sunday through Thursday: 5:00 PM – 1:00 AM CT; Kazakhstan Time: 4:00 AM – 12:00 PM (Monday through Friday)
• Tuesday through Saturday: 5:00 PM – 1:00 AM CT; Kazakhstan Time: 4:00 AM – 12:00 PM (Wednesday through Sunday)
• During US daylight saving time, the schedule in Kazakhstan shifts to 3:00 AM – 11:00 AM.