Customer Care L2 (Medical Imaging)

TL;DR

Customer Care L2 (Medical Imaging): Provide advanced L2 support for hirify.global's medical imaging software products, handling troubleshooting, installations, configurations, and integrations with healthcare systems. Focus on resolving complex technical issues in PACS environments, analyzing network problems, and ensuring high customer satisfaction through proactive service and detailed documentation.

Location: Remote position located in Australia. Occasional travel to client sites and trade shows (up to 15%, some international).

Company

Leading medical IT developer of technologies for managing millions of medical images annually, including AI solutions for radiologists and clinicians.

What you will do

• Act as L2 advanced support for Paxera products, assisting L1 support and implementations.
• Troubleshoot, configure, install, and upgrade software/hardware for clients.
• Investigate error messages, document issues, escalate to L3 or development, and work with 3rd-party vendors.
• Provide proactive service via system monitoring and help clients understand imaging workflows.
• Prepare reports, attend conferences/trade shows, and maintain product/training knowledge.
• Assist with project implementations like VM/OS installations and scripting.

Requirements

• Must be located in Australia for this remote position.
• Degree in Computer Science or 3+ years in medical imaging/IT; experience with PACS solutions or strong clinical background in medical imaging.
• Working knowledge of healthcare standards: IHE, DICOM, HL7.
• Previous experience with large healthcare enterprises as member or vendor.
• Excellent written, verbal, and listening communication skills.

Nice to have

• CIIP certification.

Culture & Benefits

• Passionate team focused on excellence, service, and integrity.
• Best in KLAS service expectations.
• Training on latest technologies and products.
• Professional demeanor with can-do attitude and teamwork.