Technical Support Engineer

Company Overview  

DeepHealth, a RadNet company, is focused on delivering AI-powered solutions that improve population health, optimize radiology workflows, and drive earlier detection of disease. Our portfolio spans breast, lung, brain, prostate, and thyroid imaging AI, deployed across enterprise imaging platforms and large screening programs. 

Job Summary 

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Essential Duties and Responsibilities: 

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.

• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.

• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.

• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.

• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.

• Assist with system updates, installations, and user onboarding for new software and hardware.

• Contribute to the continuous improvement of support processes and knowledge base.

• Ensure compliance with regulatory standards and internal IT policies.

• Support key customers and maintain positive relationships, providing updates and guidance as needed.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.