IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
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
Requirements
- 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.
Benefits
- competitive salaries and benefits (including stock options for every employee!)
- four weeks of paid time off
- unlimited paid wellness days
- extended mental health coverage
- 16 weeks of parental leave top-up
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Degree requirement
No Education Requirement
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