Customer Care L3 Engineer (Medical Imaging)

TL;DR

Customer Care L3 Engineer (Medical Imaging): Provide highest level technical support for healthcare imaging systems, diagnosing issues and implementing hirify.global software solutions with an accent on PACS/RIS integrations and healthcare standards like DICOM/HL7. Focus on troubleshooting complex technical problems across cloud/virtual/physical environments, supporting EMR/third-party integrations, and performing root cause analysis for client success.

Location: Hybrid position in Newton, MA, USA; must reside in Massachusetts

Company

Developer of medical imaging technologies that manage millions of images yearly, including AI solutions for radiologists and clinicians.

What you will do

• Serve as highest level technical support for hirify.global clients, diagnosing and resolving software issues in healthcare imaging systems.
• Implement software solutions in cloud-based, virtual, and physical environments.
• Support integrations with PACS, RIS/HIS, EMRs, and third-party healthcare IT systems.
• Document activities, contribute to knowledge base, and conduct root cause analysis.
• Collaborate with project managers, engineers, and customers for successful installations and resolutions.
• Provide expert support in conferences, demos, or onsite engagements as needed.

Requirements

• Must reside in Massachusetts and pass drug test/background check
• 5+ years supporting or implementing PACS or similar Healthcare IT software
• Bachelor’s degree in Computer Science or related (or equivalent experience)
• Deep knowledge of DICOM, HL7, IHE standards
• Hands-on systems administration: Windows Server, Active Directory, VMWare
• Technical skills in networking (TCP/IP, VPNs), databases (SQL Server), scripting (Bash, PowerShell), tools (Wireshark, IIS)
• Strong communication skills to explain technical concepts to non-technical users

Culture & Benefits

• Competitive salary
• Company health, vision, dental, life insurance
• Paid holidays, vacation, sick time, personal days
• On-the-job training in respectful, friendly environment
• Work with dedicated team in growing healthcare tech company valuing integrity, hard work, service, innovation
• Family-owned feel with focus on excellence and customer support