About the role

Technical Support Specialist troubleshooting software systems for healthcare providers. Working with PocketHealth to enhance medical imaging access for patients.

Responsibilities

Investigate and resolve escalated production issues impacting providers and patients
Troubleshoot software systems backed by databases, using queries to validate data, system behavior, and issue root causes
Analyze how systems are configured and behaving — not just restarting services, but understanding why something is failing
Identify and replicate bugs, and escalate internally
Support PACS, DICOM, and healthcare application workflows in a live production environment
Work cross-functionally with Engineering, Support, Account Management, and Technical Services to resolve complex issues
Document repeatable troubleshooting processes, system behaviors, and workarounds to improve team knowledge
Identify patterns in issues and contribute to process or tooling improvements
Maintain SLAs for high-impact cases affecting patient and provider experience

Experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.)
Comfortable writing queries to investigate data issues and validate system behavior
Experience troubleshooting complex applications (not just device or hardware support)
Experience supporting business-critical platforms such as PACS, ERP, EMR, financial systems, education systems, or industrial systems
Ability to diagnose issues at the system level, including configuration, integrations, and workflow behavior
Strong communication skills — able to work directly with technical and non-technical stakeholders
They are comfortable operating in environments where systems are business-critical, data integrity matters, and users depend on the platform working correctly.