Technical Support Engineer

Responsibilities Job Summary

The Technical Support Engineer Lead, serves as a senior technical support lead who is the first point of contact for users, providing expert support, troubleshooting issues, 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.

This role combines advanced technical expertise with team leadership, operational oversight, and strategic account management. The Lead is responsible for guiding support engineers, driving service excellence, strengthening executive-level customer relationships, and ensuring proactive, high-quality delivery across assigned strategic accounts.

This position plays a critical role in aligning technical support execution with business objectives, improving customer outcomes, and scaling operational efficiency across the support organization.

• Provide day‑to‑day team leadership, mentorship, and performance guidance to a team of technical support engineers.
• Serve as the primary technical lead for designated strategic and high‑value customer accounts.
• Build and maintain strong relationships with key stakeholders, including customer IT leadership, clinical leaders, executives and internal cross‑functional team leads.
• Act as an escalation point for complex technical and customer issues, ensuring timely resolution and clear communication.
  Anticipate customer risks and drive mitigation strategies before issues impact operations.
• Ensure white‑glove service delivery for strategic accounts, including prioritized response and resolution.
• Partner with Sales and Customer Success teams to support retention, expansion, and upsell opportunities.
• Drive team accountability for service quality, SLAs, and customer satisfaction metrics.
• Conduct regular coaching, training, and performance reviews to develop team capabilities and career growth.
• Lead shift planning, workload balancing, and resource allocation to ensure optimal coverage.
• Promote a culture of continuous improvement, ownership, and customer‑centricity.
• Identify skill gaps and implement targeted training programs to strengthen technical and soft skills.
• Partner with management to support hiring, onboarding, and talent development strategies.
• 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…