Senior Cloud Support Analyst (Healthcare Imaging)

Location: Olathe, Kansas, United States; hybrid work with 3 days onsite per week. Up to 10% travel may be required.

Salary: $52,164–$67,194 per year

Company

hirify.global develops enterprise content and intelligence solutions, including cloud-based platforms used by organizations worldwide.

What you will do

• Troubleshoot and resolve complex Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues.
• Own customer support cases from investigation through resolution and provide timely updates on status, impact, next steps, and delays.
• Lead triage and technical investigations, assess severity and customer impact, coordinate internal and customer resources, and escalate issues to engineering when needed.
• Use Microsoft SQL Server diagnostics and queries to investigate application issues, identify potential defects, and prepare documented defect reports.
• Collaborate across customer and internal teams to resolve issues involving Windows Server, networking, storage, DICOM workflows, RIS, EHR, and other integrated healthcare systems.
• Mentor and coach team members, contribute to technical documentation, follow change-control procedures, and improve support processes.

Requirements

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field, or equivalent education and experience.
• Significant experience in customer-facing technical support or service environments, including independent troubleshooting of complex technical issues.
• Strong experience with Microsoft SQL Server or an equivalent relational database platform, including executing queries and interpreting results.
• Working knowledge of Windows Server, relational databases, networking, enterprise application infrastructure, and technical diagnostics.
• Strong customer-service, communication, organization, prioritization, and escalation skills, with the ability to mentor and coach colleagues.
• Familiarity with healthcare imaging technologies and workflows, including DICOM, PACS, VNA, enterprise viewers, RIS, EHR, HL7, FHIR, DICOMweb, and IHE profiles.

Nice to have

• Clinical PACS support experience with radiology or other imaging departments.
• Experience working directly with radiologists, radiologic technologists, and PACS administrators.
• Experience with hirify.global Acuo VNA, NilRead, PACSgear, EMR/EHR, RIS, dictation, or comparable enterprise applications.
• Cloud infrastructure experience and CIIP, PARCA, or ARRT certification.
• Experience in cardiology, pathology, emergency care, inpatient or outpatient workflows, or telemedicine.

Culture & Benefits

• Employee-focused culture centered on career development, wellbeing, inclusion, and innovation.
• Opportunities to contribute to communities through employee initiatives and giving programs.
• Work with enterprise content and intelligence solutions used by thousands of organizations.