{"id":3890440,"url":"https://alion.io/job/deephealth-technical-support-engineer-2","title":"Technical Support Engineer","company":{"id":692266,"name":"DeepHealth","domain":"deephealth.com","url":"https://alion.io/company/deephealth","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":81,"open_postings":9,"ghost_share":0,"stale_share":0.778,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seattle, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DICOM","optional":false},{"name":"HL7","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"MS SQL","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-06T17:27:36Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T14:14:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nThe Technical Support Engineer L1 - Strategic Accounts serves as a dedicated technical support resource for DeepHealth'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 DeepHealth's healthcare IT solutions.\nCandidate must sit in Mountain or Pacific Time\nEssential Duties and Responsibilities\nStrategic Account Support and Customer Service\nServe as a dedicated technical support resource for assigned strategic and high-value customer accounts.\n\nProvide white-glove technical support, ensuring responsive, professional, and personalized service to strategic customers.\n\nBuild and maintain strong working relationships with customer IT personnel, clinical users, system administrators, and other key stakeholders.\n\nRespond to customer inquiries through phone, email, and ticketing systems in a timely and professional manner.\n\nTake ownership of assigned customer issues from initial investigation through resolution, maintaining consistent communication throughout the support lifecycle.\n\nProvide proactive customer updates regarding incident status, troubleshooting progress, expected next steps, and resolution.\n\nIdentify potential technical risks or recurring issues and communicate findings to the SAT Lead for further review and mitigation.\n\nParticipate in scheduled customer meetings, technical discussions, and incident reviews as needed.\n\nMaintain a strong understanding of assigned customer environments, workflows, configurations, and operational requirements.\n\nEnsure customer issues are addressed in accordance with established service-level agreements (SLAs), support procedures, and escalation guidelines.\n\nSupport customer satisfaction and retention through dependable technical service and effective issue resolution.\n\nTechnical Support and Troubleshooting\nProvide advanced technical support for PACS, RIS, and related healthcare IT applications.\n\nTroubleshoot and resolve complex technical issues involving application functionality, system performance, networking, databases, integrations, and infrastructure.\n\nInvestigate escalated technical incidents involving PACS/RIS systems, DICOM communications, HL7 interfaces, EMR integrations, and other healthcare technologies.\n\nAnalyze application logs, system events, database information, and monitoring tools to identify potential causes of technical issues.\n\nPerform troubleshooting across Windows and Linux operating environments.\n\nAssist with diagnosing and resolving issues involving SQL databases, application servers, network connectivity, and system integrations.\n\nSupport applications and integrations hosted in public cloud environments.\n\nPerform approved system maintenance, application updates, upgrades, patches, and configuration changes.\n\nAssist with troubleshooting system performance degradation, application errors, service interruptions, and connectivity issues.\n\nValidate system functionality following maintenance activities, configuration changes, and incident resolution.\n\nEscalate unresolved or complex technical issues to the appropriate internal teams while providing complete troubleshooting documentation and supporting evidence.\n\nIncident Management and Escalation Coordination\nMonitor assigned support tickets and customer incidents to ensure timely investigation and resolution.\n\nPrioritize assigned incidents based on severity, customer impact, operational urgency, and established SLA requirements.\n\nFollow established incident management and escalation procedures.\n\nCoordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams to resolve customer issues.\n\nEnsure escalations include documented troubleshooting steps, relevant logs, error messages, system information, and examples necessary for further investigation.\n\nMaintain ownership of customer communication and follow-up throughout the escalation process.\n\nProvide regular updates to the SAT Lead regarding critical incidents, recurring problems, customer concerns, and potential service risks.\n\nAssist with incident investigations, root cause analysis, and post-incident reviews.\n\nParticipate in critical incident response and service restoration activities as required.\n\nTrack assigned escalations through resolution and confirm that appropriate customer follow-up has been completed.\n\nIdentify recurring incidents and recommend preventive measures or technical improvements.\n\nTechnical Documentation and Process Improvement\nMaintain accurate and detailed records of customer incidents, troubleshooting activities, resolutions, and system changes within the designated ticketing system.\n\nDevelop and update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific support procedures.\n\nDocument recurring technical issues and known workarounds to improve troubleshooting efficiency.\n\nContribute to continuous improvement initiatives involving technical support processes, incident management, and customer service delivery.\n\nIdentify opportunities to streamline support workflows and improve issue resolution times.\n\nShare technical knowledge, troubleshooting findings, and lessons learned with other support engineers.\n\nFollow established documentation standards and internal operational procedures.\n\nAssist with maintaining accurate customer environment information, including application versions, configurations, integrations, and infrastructure details.\n\nCross-Functional Collaboration and Technical Projects\nCollaborate with IT, Product, Engineering, Project Management, and Customer Success teams to support customer technical requirements.\n\nParticipate in customer healthcare IT projects, including system implementations, upgrades, migrations, integrations, and technical enhancements.\n\nAssist with technical evaluations, testing, validation, and implementation of customer solutions.\n\nSupport technical troubleshooting and coordination during customer go-live activities.\n\nWork with internal teams to investigate product defects, validate fixes, and communicate technical findings.\n\nAssist with implementing and supporting solutions within public cloud environments and DeepHealth platforms.\n\nProvide technical input and level-of-effort information for customer requests and proposed solutions as needed.\n\nParticipate in technical discussions involving customer infrastructure, workflows, system requirements, and integration dependencies.\n\nCoordinate assigned technical tasks and provide progress updates to the SAT Lead and appropriate stakeholders.\n\nMonitoring, Proactive Support, and Operational Readiness\nMonitor assigned customer environments using available monitoring and diagnostic tools.\n\nReview system alerts, application performance indicators, service availability, and operational health metrics.\n\nInvestigate abnormal system behavior, performance trends, and potential service disruptions.\n\nIdentify and communicate emerging technical risks before they result in significant customer impact.\n\nAssist with validating monitoring alerts, escalation procedures, and incident response workflows.\n\nParticipate in scheduled maintenance activities and operational readiness checks.\n\nSupport proactive technical reviews of customer environments when requested.\n\nFollow established procedures for documenting and communicating critical system events.\n\nParticipate in on-call rotations, after-hours support, and critical incident response as required.\n\nCustomer Training and Technical Guidance\nProvide technical guidance to customer administrators, IT personnel, and service-level users.\n\nDeliver product and service training to customers as needed.\n\nEducate customers on system functionality, configuration options, troubleshooting procedures, and recommended best practices.\n\nAssist customers in understanding technical workflows and system capabilities.\n\nProvide clear explanations of technical issues and resolutions to both technical and non-technical audiences.\n\nSupport customer adoption of solutions through effective technical communication and assistance.\n\nPLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.\nRequirements\nMinimum Qualifications, Education and Experience\nBachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience (required).\n\nMinimum of 5 years of experience in IT support, technical troubleshooting, or related technical roles (required).\n\nExperience supporting healthcare IT systems, preferably within radiology or medical imaging environments (required).\n\nStrong knowledge of Windows operating systems (Windows 7 and above, Windows Server) (required).\n\nStrong Linux system administration and command-line experience (required).\n\nExperience with MSSQL database management and relational database technologies (required).\n\nStrong understanding of networking concepts, troubleshooting, and infrastructure support (required).\n\nExperience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems (required).\n\nProven experience troubleshooting complex software applications and healthcare technology solutions (required).\n\nExperience with public cloud environments and cloud-based integrations (required).\n\nFamiliarity with scripting, data serialization, and reporting tools such as SSRS (required).\n\nStrong troubleshooting, analytical thinking, and critical problem-solving skills (required).\n\nExperience using ticketing systems and ITIL-based support processes (required).\n\nStrong customer service, relationship management, and technical support experience (required).\n\nExcellent written and verbal communication skills with both technical and non-technical audiences (required).\n\nAbility to independently investigate and manage assigned technical issues while recognizing when escalation is necessary (required).\n\nAbility to manage multiple priorities and work effectively under pressure (required).\n\nAbility to collaborate effectively across cross-functional technical and business teams (required).\n\nAbility to provide professional and timely customer communication throughout the incident lifecycle (required).\n\nFlexibility to work varied schedules and participate in on-call rotations as required (required).\n\nStrong understanding of PC/server hardware platforms and general IT infrastructure (required).\n\nProfessional communication and interpersonal skills required for internal and external customer interactions (required).\n\nPreferred: CCNA or CCNP certification.\n\nPreferred: CompTIA Linux+, RHCA, or RHCT certification.\n\nPreferred: Radiology workflow experience.\n\nPreferred: Experience in healthcare or clinical IT environments.\n\nPreferred: Advanced knowledge of healthcare imaging and workflow technologies.\n\nPreferred: Experience supporting enterprise PACS/RIS environments.\n\nPreferred: Experience supporting high-priority or strategic customer accounts.\n\nPreferred: Familiarity with cloud-hosted healthcare applications and infrastructure.\n\nPreferred: Experience with technical monitoring and alerting platforms.\n\nPref...","description_format":"text","description_chars":13630,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Imaging Systems","Medical AI"],"lifecycle":[{"event":"open","at":"2026-11-06T21:05:20Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 2 · green card filings: 1","filings_12m":2,"filings_prev_12m":3,"green_card_filings_12m":1,"median_offered_wage_usd":125833,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: LCA 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