Technical Support Engineer (Strategic Accounts) L1

Quick Facts

• Role: Technical Support Engineer (L1) for Strategic Accounts
• Focus: White-glove technical support for strategic healthcare IT customers
• Work: Remote (candidate must be in Mountain or Pacific Time)
• Travel: Up to 10%
• Salary: $70,000–$80,000 USD

Description

You will provide dedicated L1 technical support for strategic, high-value healthcare IT customer accounts. Own incidents from initial investigation through resolution, troubleshoot PACS/RIS and healthcare integrations (DICOM, HL7, EMR), coordinate with internal teams, and provide proactive customer updates aligned to SLAs. You will also monitor customer environments, maintain detailed documentation, and contribute to process improvements.

Responsibilities

• Provide white-glove customer service via phone, email, and ticketing
• Take ownership of assigned customer issues and communicate status/next steps
• Troubleshoot complex issues across application functionality, performance, networking, databases, integrations, and infrastructure
• Investigate escalated incidents for PACS/RIS, DICOM communications, HL7 interfaces, and EMR integrations
• Analyze logs/events/monitoring data to identify causes
• Perform troubleshooting on Windows and Linux systems
• Assist with SQL database, application server, connectivity, and integration issues
• Support cloud-hosted applications and approved maintenance/updates/upgrades/patches
• Prioritize and manage incidents based on severity and SLA requirements; coordinate escalations with engineering and infrastructure teams
• Maintain ticketing-system records and produce troubleshooting documentation and knowledge base updates
• Collaborate on customer projects (implementations, upgrades, migrations, integrations, go-lives)
• Monitor environments, review alerts/health metrics, and participate in on-call/critical incident response
• Provide technical guidance and training to customer admins and users

Benefits

• Salary: $70,000–$80,000 USD