Technical Support Specialist

We're a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration, and commitment to our core values and behaviors.

Synthesis Health is looking for a stellar Technical Support Specialist. You will own outcomes for issues where the correct resolution depends on backend or technical diagnosis, across Core, Vision, reporting, observability/Grafana, Gateway, Dev Ops, eUnity, incident response, and release support. This includes platform defects, caching and performance, DICOM and viewer rendering technical faults, database and configuration issues, admin and access configuration root causes, platform audit-trail investigation, and gateway or cloud transaction logs.

Our ideal candidate will be based in, or near to, Huntington West Virginia. This is a remote opportunity that may require hybrid office attendance starting in 2027.

• Diagnoses and resolves escalated backend and technical issues across the Core platform and Vision viewer by checking for platform defects, database and cloud resource health, data integrity, interfacing connectivity, and observability alerts.
• Investigates platform audit-trail entries, gateway logs, cloud transaction logs, Grafana or observability data, reporting signals, and related Gateway or Dev Ops indicators to determine root cause before escalation.
• Traces reported symptoms to their backend SQL representation and the relevant GCP, Gateway, reporting, or monitoring components to confirm root cause before escalating to Engineering, Dev Ops, Gateway, Product, or Clinical Support.
• Tells apart a technical or configuration root cause from a clinical-workflow root cause. Makes the joint call with Clinical Support when an issue spans both, clarifies whether L1 Support or Clinical Support owns the next action, and stays engaged until ownership is confirmed.
• Closes escalated tickets directly, including technical tickets involving Vision, reporting, monitoring, Gateway, Dev Ops, eUnity, Incident Response, or release-support scope.
• Escalates confirmed defects, incident-response issues, release-support issues, and enhancement requests with complete reproduction and handoff documentation to the appropriate receiving team, including Engineering teams for Core, Vision, AI, or Speech, Product, Dev Ops, Gateway, or Critical Incident calls.
• Completes the resolution steps and the Ticket Cause and Category fields accurately on every ticket, including correct classification for reporting, monitoring, Gateway, Dev Ops, eUnity, incident-response, release-support, L1 Support, and Clinical Support ownership.
• Contributes technical runbooks, known-fix documentation, escalation standards, and coursework feedback for SQL, GCP, HL7, DICOM, healthcare interoperability, Vision, reporting, monitoring, Gateway, Dev Ops, eUnity, and release-support workflows.
• Mentors Analysts on first-line triage across technical, configuration, reporting, monitoring, Gateway, Dev Ops, eUnity, release-support, and Clinical Support boundary issues, including when L1 Support should remain involved or transition ownership.
• Agrees to be available for on-call overnight and weekend rotations as required, including incident-response escalation, release-support coverage, observability or Grafana monitoring follow-up, and 24x7 reporting-support needs. Rotations will not push total hours past a standard 40-hour work week. Outside of an assigned rotation, working hours are the regular schedule.
• Other duties as assigned

• Associate degree in IT, computer science, or a related field, or an equivalent combination of education and work experience.
• Working knowledge of HL7 and DICOM concepts. Able to read a platform audit trail and tell apart workflow, configuration, and defect root causes.
• Working proficiency in SQL (able to read and write moderately complex queries, and trace a field to its table) and Google Cloud Platform (able to navigate the console, logs, storage, and basic query tooling). Verified through a technical assessment. Proficient with ticketing and support tooling.
• Expertise in methodical root-cause diagnosis under time pressure. Clear, complete written handoffs to Engineering. An effective cross-domain collaborator with Clinical Support.

• Bachelor's degree in computer science, information systems, or a related field.
• Experience supporting a clinical or imaging software product specifically.
• Familiarity with radiology clinical workflow.
• Familiarity with scripting or automation for repetitive diagnostic tasks. Experience using Zendesk, Jira, and Confluence.

You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers.

• Clinical service first.
• Collaborate with our customers.
• Listen, respect, learn.
• Innovate to…