Address
Form of workCompany Description
Improving healthcare through innovative technology is at the core of Intelerad's work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We're focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.
We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.
Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.
Job Description
The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience. This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance. The System Technology Specialist is also responsible for the development of tools for the Support team.
Major accountabilities
Accountabilities
%
Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow ups until resolution, by respecting set service level agreements.
40%
Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA's) for all Major Incidents
20%
Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset into the supportability of the software and also provide fixes and/or workarounds to issues found in the field
15%
Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)
10%
Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2
5%
Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)
5%
Participate in any project deemed necessary by the organization
5%
Qualifications
Employment Pre-requisites
Pre-requisite
Degree in computer science, engineering, or equivalent
5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
Linux OS administration expertise
Experience running queries in SQL - an asset
Networking troubleshooting expertise (Cloud Infrastructure)
Development experience with scripting languages (PHP, Perl, Python, etc...)
Ability to read code in other high level languages
Desired Competencies
Competences
Highly motivated to excel and Committed to continual skills improvement
Team oriented with strong communication and interpersonal skills
Creative thinker and practical problem solver
Optional Skills:
Additional Information
You will be required to take an assessment upon applying
Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act ("ADA")as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.
#LI-Remote
Improving healthcare through innovative technology is at the core of Intelerad's work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We're focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.
We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.
Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.
Job Description
The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience. This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance. The System Technology Specialist is also responsible for the development of tools for the Support team.
Major accountabilities
Accountabilities
%
Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow ups until resolution, by respecting set service level agreements.
40%
Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA's) for all Major Incidents
20%
Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset into the supportability of the software and also provide fixes and/or workarounds to issues found in the field
15%
Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)
10%
Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2
5%
Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)
5%
Participate in any project deemed necessary by the organization
5%
Qualifications
Employment Pre-requisites
Pre-requisite
Degree in computer science, engineering, or equivalent
5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
Linux OS administration expertise
Experience running queries in SQL - an asset
Networking troubleshooting expertise (Cloud Infrastructure)
Development experience with scripting languages (PHP, Perl, Python, etc...)
Ability to read code in other high level languages
Desired Competencies
Competences
Highly motivated to excel and Committed to continual skills improvement
Team oriented with strong communication and interpersonal skills
Creative thinker and practical problem solver
Optional Skills:
- Professional software development
- Product applications support and training
- Customer service or project management in a customer support environment
Additional Information
You will be required to take an assessment upon applying
Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act ("ADA")as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.
#LI-Remote
