Technical Support Specialist
$52,000–$72,800 year
HybridHuntington, Virginia, United States
Job Summary
Diagnose and resolve escalated backend technical issues across the Core platform, Vision viewer, reporting, and Gateway by analyzing audit trails, cloud logs, and observability data. Trace symptoms to SQL representations and GCP components to confirm root causes before escalating to Engineering or Clinical Support. Close tickets directly while accurately classifying ownership for technical, release, or clinical issues. Mentor analysts on first-line triage and contribute runbooks for diagnostic workflows. Maintain on-call rotations for overnight and weekend incident response, adhering to a standard 40-hour work week.
Required Qualifications
- Associate degree in IT, computer science, or a related field, or an equivalent combination of education and work experience
- Working knowledge of HL7 and DICOM concepts
- Able to read a platform audit trail and tell apart workflow, configuration, and defect root causes
- Working proficiency in SQL (able to read and write moderately complex queries, and trace a field to its table)
- Working proficiency in Google Cloud Platform (able to navigate the console, logs, storage, and basic query tooling)
- Verified through a technical assessment
- Proficient with ticketing and support tooling
- Expertise in methodical root-cause diagnosis under time pressure
- Clear, complete written handoffs to Engineering
- An effective cross-domain collaborator with Clinical Support
- Agrees to be available for on-call overnight and weekend rotations as required
Desired Qualifications
- Bachelor's degree in computer science, information systems, or a related field
- Experience supporting a clinical or imaging software product specifically
- Familiarity with radiology clinical workflow
- Familiarity with scripting or automation for repetitive diagnostic tasks
- Experience using Zendesk, Jira, and Confluence
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.