Technical Support Engineer

The Technical Support Engineer L1 - Strategic Accounts serves as a dedicated technical support resource for Deep Health's strategic and high-value customer accounts, providing advanced troubleshooting, incident resolution, and proactive technical assistance to ensure a seamless healthcare IT experience. This role works closely with the Strategic Accounts Team (SAT) Lead, internal technical teams, and customer stakeholders to resolve complex technical issues, maintain high service quality, and support the operational stability of customer environments.

The Technical Support Engineer L1 - Strategic Accounts is responsible for delivering white-glove technical support, maintaining strong customer relationships, managing assigned support cases, and ensuring timely communication and resolution of technical issues affecting strategic accounts. This position plays a critical role in supporting customer satisfaction, improving operational efficiency, and ensuring the reliable performance of Deep Health's healthcare IT solutions.

Candidate must sit in Mountain or Pacific Time

• Serve as a dedicated technical support resource for assigned strategic and high-value customer accounts.
• Provide white-glove technical support, ensuring responsive, professional, and personalized service to strategic customers.
• Build and maintain strong working relationships with customer IT personnel, clinical users, system administrators, and other key stakeholders.
• Respond to customer inquiries through phone, email, and ticketing systems in a timely and professional manner.
• Take ownership of assigned customer issues from initial investigation through resolution, maintaining consistent communication throughout the support lifecycle.
• Provide proactive customer updates regarding incident status, troubleshooting progress, expected next steps, and resolution.
• Identify potential technical risks or recurring issues and communicate findings to the SAT Lead for further review and mitigation.
• Participate in scheduled customer meetings, technical discussions, and incident reviews as needed.
• Maintain a strong understanding of assigned customer environments, workflows, configurations, and operational requirements.
• Ensure customer issues are addressed in accordance with established service-level agreements (SLAs), support procedures, and escalation guidelines.
• Support customer satisfaction and retention through dependable technical service and effective issue resolution.

• Provide advanced technical support for PACS, RIS, and related healthcare IT applications.
• Troubleshoot and resolve complex technical issues involving application functionality, system performance, networking, databases, integrations, and infrastructure.
• Investigate escalated technical incidents involving PACS/RIS systems, DICOM communications, HL7 interfaces, EMR integrations, and other healthcare technologies.
• Analyze application logs, system events, database information, and monitoring tools to identify potential causes of technical issues.
• Perform troubleshooting across Windows and Linux operating environments.
• Assist with diagnosing and resolving issues involving SQL databases, application servers, network connectivity, and system integrations.
• Support applications and integrations hosted in public cloud environments.
• Perform approved system maintenance, application updates, upgrades, patches, and configuration changes.
• Assist with troubleshooting system performance degradation, application errors, service interruptions, and connectivity issues.
• Validate system functionality following maintenance activities, configuration changes, and incident resolution.
• Escalate unresolved or complex technical issues to the appropriate internal teams while providing complete troubleshooting documentation and supporting evidence.

• Monitor assigned support tickets and customer incidents to ensure timely investigation and resolution.
• Prioritize assigned incidents based on severity, customer impact, operational urgency, and established SLA requirements.
• Follow established incident management and escalation procedures.
• Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams to resolve customer issues.
• Ensure escalations include documented troubleshooting steps, relevant logs, error…