{"id":1479617,"url":"https://alion.io/job/wakapi-technical-support-engineer-pacs","title":"Technical Support Engineer, PACS","company":{"id":696333,"name":"Wakapi","domain":"wakapi.com","url":"https://alion.io/company/wakapi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"MS SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-28T13:15:38Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-09-30T06:10:59Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Role:\n The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience.\nThis role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.\nResponsibilities:\n\nServe as the primary PACS technical support resource for customer healthcare IT projects.\n\nProvide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.\n\nRespond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.\n\nCoordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.\n\nCollaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.\n\nMonitor and triage support queues, assigning tickets to the appropriate product or functional teams.\n\nMaintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.\n\nContribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.\n\nEnsure compliance with healthcare regulatory standards and internal IT policies.\n\nSupport and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.\n\nDeliver product and service training to administrators, service-level users, and customers as needed.\n\nPerform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.\n\nConduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.\n\nIntegrate and support solutions within public cloud environments and DeepHealth platforms.\n\nDesign, implement, document, and support technical solutions that meet customer and organizational requirements.\n\nWork cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.\n\nEducate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.\n\nIdentify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.\n\nRequirements: \n\nBachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.\nMinimum of 5 years of experience in IT support roles.\n\nMinimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.\n\nStrong knowledge of Windows operating systems (Windows 7 and above, Windows Server).\n\nStrong Linux system administration and command-line experience.\n\nExperience with MSSQL database management and relational database technologies.\n\nStrong understanding of networking concepts, troubleshooting, and infrastructure support.\n\nExperience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.\n\nProven experience troubleshooting complex software applications and healthcare technology solutions.\n\nExperience with public cloud environments and cloud-based integrations.\n\nFamiliarity with scripting, data serialization, and reporting tools such as SSRS.\n\nStrong troubleshooting, analytical thinking, and critical problem-solving skills.\n\nExperience using ticketing systems and ITIL-based support processes.\n\nStrong customer service, relationship management, and call center support experience.\n\nExcellent written and verbal communication skills with both technical and non-technical audiences.\n\nAbility to manage multiple priorities and work effectively under pressure.\n\nAbility to collaborate effectively across cross-functional technical and business teams.\n\nFlexibility to work varied schedules and participate in on-call rotations as required.\n\nStrong understanding of PC/server hardware platforms and general IT infrastructure.\n\nProfessional communication and interpersonal skills required for internal and external customer interactions.\n\nPreferred Qualifications\nCCNA or CCNP certification.\n\nCompTIA Linux+, RHCA, or RHCT certification.\n\nRadiology workflow experience.\n\nExperience in healthcare or clinical IT environments.\n\nAdvanced knowledge of healthcare imaging and workflow technologies.\n\nQuality Standards\n· Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.\n· Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.\n· Follows all local, regional and country laws concerning employment.\n· Follows all DeepHealth policies and procedures.\n· Follows data privacy, compliance, safety and confidentiality standards at all times.\n· Practices universal safety precautions.\n· Promotes good public relations on the phone and in person.\n· Adapts and is willing to learn new tasks, methods, and systems.\n· Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.\n· Completes job responsibilities in a quality and timely manner.\nIMPORTANT!! 6 Month term with potential to extend\n C - DH - 28092026\nWakapi Web","description_format":"text","description_chars":5425,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Imaging Systems","Artificial Intelligence"],"lifecycle":[{"event":"open","at":"2026-09-29T20:19:42Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:23","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/wakapi-technical-support-engineer-pacs","json_url":"https://alion.io/job/wakapi-technical-support-engineer-pacs.json","meta":{"generated_at":"2026-10-02T01:13:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1349,"day_limit":5000,"remaining_today":3651,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}