Technical Support Engineer, PACS
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-06-14
Listing for:
DeepHealth
Full Time
position Listed on 2026-06-14
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
Job Summary
The 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
- Serve as the primary PACS technical support resource for customer healthcare IT projects.
- Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
- Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
- Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
- Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
- Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
- Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
- Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
- Ensure compliance with healthcare regulatory standards and internal IT policies.
- Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
- Deliver product and service training to administrators, service-level users, and customers as needed.
- Perform Deep Health RIS/PACS system updates, upgrades, and maintenance activities.
- Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
- Integrate and support solutions within public cloud environments and Deep Health platforms.
- Design, implement, document, and support technical solutions that meet customer and organizational requirements.
- Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
- Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
- Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.
- Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
- Minimum of 5 years of experience in IT support roles.
- Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.
- Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).
- Strong Linux system administration and command-line experience.
- Experience with MSSQL database management and relational database technologies.
- Strong understanding of networking concepts, troubleshooting, and infrastructure support.
- Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
- Proven experience troubleshooting complex software applications and healthcare technology solutions.
- Experience with public cloud environments and cloud-based integrations.
- Familiarity with scripting, data serialization, and reporting tools such as SSRS.
- Strong troubleshooting, analytical thinking, and critical problem-solving skills.
- Experience using ticketing systems and ITIL-based support processes.
- Strong customer service, relationship management, and call center support experience.
- Excellent written and verbal communication skills with both technical and non-technical audiences.
- Ability to manage multiple priorities and work effectively under pressure.
- Ability to collaborate effectively across cross-functional technical and business teams.
- Flexibility to work varied schedules and participate in on-call rotations as required.
- Strong understanding of PC/server hardware platforms and general IT infrastructure.
- Professional communication and interpersonal skills required for internal and external customer interactions.
- CCNA or CCNP…
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