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.

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…