Senior Technical Support Engineer - Remote

Overview

The Senior Technical Support Engineer is responsible for providing technical assistance for Intelerad's Medical Imaging applications to customers via phone, email, and other channels, focusing on in-depth problem analysis and resolution.

In Short

• Resolve complex technical issues.
• Provide outstanding customer service via calls and emails.
• Analyze break/fix issues with urgency.
• Document customer interactions in the case management system.
• Contribute to the technical knowledge base.
• Collaborate with internal teams on technical issues.
• Respond to customer inquiries within SLA.
• Proactively update customers on support services.
• On-call responsibilities required.
• Shift is 8am-5pm M-F per local time zone.

Requirements

• Bachelor's degree in Computer Science or equivalent experience.
• 5+ years of related experience.
• 3+ years in a Tier 2 support environment.
• Advanced RDBMS experience (MSSQL, Oracle, MySQL).
• Knowledge of network protocols (TCP/IP, LDAP, etc.).
• Experience with Linux OS and application servers.
• Excellent communication skills.
• Advanced troubleshooting skills.
• Analytical and problem-solving skills.
• US citizenship required for security clearance.

Benefits

• Confidentiality of information according to EEO guidelines.
• Online assessment required for minimum qualifications.