Technical Support Engineer #3

Description

Hi, We Are Novarad

Novarad's solutions help healthcare executives, clinicians and IT professionals deliver clinical, operational, and fiscal excellence. With a self-sustaining business model, more than three decades of technology leadership, and an intense focus on our customers' needs. Innovation is at the core of everything we do, but our greatest strength is our people. We are passionate about solving complex technical challenges, building long-term customer relationships, and creating technology that truly makes a difference in healthcare.

If you're looking for an opportunity to solve meaningful technical problems, collaborate with talented engineers, and make a lasting impact on both customers and product development, we'd love to meet you.

As a Technical Support Engineer III, you'll serve as one of Novarad's technical experts and a trusted resource for both customers and teammates. You'll solve our most complex technical challenges, mentor fellow engineers, and work closely with Escalation, Customer Success, and Technical Operations to improve our products and customer experience.

This role provides a clear path for those interested in leadership opportunities.

You'll help shape technical processes, influence product improvements, and develop the next generation of support engineers while remaining hands-on with advanced troubleshooting.

Candidates must reside in the Greater Provo/Salt Lake City area and be able to work onsite.

You'll regularly work with technologies including:

• Microsoft Windows Server
• Active Directory, DNS, DHCP, and Group Policy
• Microsoft SQL Server
• TCP/IP networking
• VMware and Hyper-V virtualization
• Microsoft IIS
• Power Shell
• VPN technologies
• HL7 and DICOM integrations
• PACS and RIS environments
• Enterprise storage systems
• Healthcare workstations and imaging devices
• Enterprise hardware
• Remote support and monitoring tools

• Resolve the most complex technical issues involving Novarad software, hardware, networking, databases, and enterprise infrastructure.
• Serve as the senior escalation resource for issues that cannot be resolved by Level I or Level II Support Engineers.
• Perform detailed root-cause analysis on recurring or high-impact issues and drive permanent corrective actions.
• Troubleshoot software, hardware, networking, database, virtualization, and integration issues within complex healthcare environments.
• Collaborate directly with distributors, healthcare IT professionals, clinicians, and customer leadership on active projects and support incidents.
• Proactively identify opportunities to improve customer environments through upgrades, preventative maintenance, and infrastructure best practices.
• Maintain accurate, detailed documentation within the CRM and knowledge management systems.

• Mentor and coach Technical Support Engineers through technical guidance, troubleshooting methodology, and customer communication.
• Serve as a trusted technical resource for teammates, helping resolve challenging issues and sharing best practices.
• Review complex technical issues and provide recommendations before escalation to Development.
• Assist with onboarding and technical development of new engineers.
• Help coordinate workload balancing, scheduling, and on-call coverage in partnership with Support leadership.
• Lead by example as a hands-on senior technical expert who remains actively engaged in customer support.
• Lead technical initiatives and cross-functional projects that improve customer outcomes, product quality, and team effectiveness.
• Foster a culture of continuous learning, collaboration, accountability, and technical excellence.

• Partner with Development and Product Management to investigate software defects, validate fixes, and improve product quality.
• Participate in technical triage and provide customer-focused input on product enhancements.
• Work closely with Customer Success and Technical Operations to ensure successful customer outcomes.
• Represent Technical Support during cross-functional projects and major customer initiatives.
• Identify…