Technical Support Engineer L1

Job Summary

The Technical Support Engineer L1 - Strategic Accounts serves as a dedicated technical support resource for DeepHealth's strategic and high-value customer accounts, providing advanced troubleshooting, incident resolution, and proactive technical assistance to ensure a seamless healthcare IT experience. This role works closely with the Strategic Accounts Team (SAT) Lead, internal technical teams, and customer stakeholders to resolve complex technical issues, maintain high service quality, and support the operational stability of customer environments. The Technical Support Engineer L1 - Strategic Accounts is responsible for delivering white-glove technical support, maintaining strong customer relationships, managing assigned support cases, and ensuring timely communication and resolution of technical issues affecting strategic accounts. This position plays a critical role in supporting customer satisfaction, improving operational efficiency, and ensuring the reliable performance of DeepHealth's healthcare IT solutions.

Candidate must sit in Mountain or Pacific Time

Essential Duties and Responsibilities 

Strategic Account Support and Customer Service

• Serve as a dedicated technical support resource for assigned strategic and high-value customer accounts.

• Provide white-glove technical support, ensuring responsive, professional, and personalized service to strategic customers.

• Build and maintain strong working relationships with customer IT personnel, clinical users, system administrators, and other key stakeholders.

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

• Take ownership of assigned customer issues from initial investigation through resolution, maintaining consistent communication throughout the support lifecycle.

• Provide proactive customer updates regarding incident status, troubleshooting progress, expected next steps, and resolution.

• Identify potential technical risks or recurring issues and communicate findings to the SAT Lead for further review and mitigation.

• Participate in scheduled customer meetings, technical discussions, and incident reviews as needed.

• Maintain a strong understanding of assigned customer environments, workflows, configurations, and operational requirements.

• Ensure customer issues are addressed in accordance with established service-level agreements (SLAs), support procedures, and escalation guidelines.

• Support customer satisfaction and retention through dependable technical service and effective issue resolution.

Technical Support and Troubleshooting

• Provide advanced technical support for PACS, RIS, and related healthcare IT applications.

• Troubleshoot and resolve complex technical issues involving application functionality, system performance, networking, databases, integrations, and infrastructure.

• Investigate escalated technical incidents involving PACS/RIS systems, DICOM communications, HL7 interfaces, EMR integrations, and other healthcare technologies.

• Analyze application logs, system events, database information, and monitoring tools to identify potential causes of technical issues.

• Perform troubleshooting across Windows and Linux operating environments.

• Assist with diagnosing and resolving issues involving SQL databases, application servers, network connectivity, and system integrations.

• Support applications and integrations hosted in public cloud environments.

• Perform approved system maintenance, application updates, upgrades, patches, and configuration changes.

• Assist with troubleshooting system performance degradation, application errors, service interruptions, and connectivity issues.

• Validate system functionality following maintenance activities, configuration changes, and incident resolution.

• Escalate unresolved or complex technical issues to the appropriate internal teams while providing complete troubleshooting documentation and supporting evidence.

Incident Management and Escalation Coordination

• Monitor assigned support tickets and customer incidents to ensure timely investigation and resolution.

• Prioritize assigned incidents based on severity, customer impact, operational urgency, and established SLA requirements.

• Follow established incident management and escalation procedures.

• Coordinate with PACS, RIS, Interoperability, Engineering, Infrastructure, and other technical teams to resolve customer issues.

• Ensure escalations include documented troubleshooting steps, relevant logs, error messages, system information, and examples necessary for further investigation.

• Maintain ownership of customer communication and follow-up throughout the escalation process.

• Provide regular updates to the SAT Lead regarding critical incidents, recurring problems, customer concerns, and potential service risks.

• Assist with incident investigations, root cause analysis, and post-incident reviews.

• Participate in critical incident response and service restoration activities as required.

• Track assigned escalations through resolution and confirm that appropriate customer follow-up has been completed.

• Identify recurring incidents and recommend preventive measures or technical improvements.

Technical Documentation and Process Improvement

• Maintain accurate and detailed records of customer incidents, troubleshooting activities, resolutions, and system changes within the designated ticketing system.

• Develop and update technical documentation, troubleshooting guides, knowledge base articles, and customer-specific support procedures.

• Document recurring technical issues and known workarounds to improve troubleshooting efficiency.

• Contribute to continuous improvement initiatives involving technical support processes, incident management, and customer service delivery.

• Identify opportunities to streamline support workflows and improve issue resolution times.

• Share technical knowledge, troubleshooting findings, and lessons learned with other support engineers.

• Follow established documentation standards and internal operational procedures.

• Assist with maintaining accurate customer environment information, including application versions, configurations, integrations, and infrastructure details.

Cross-Functional Collaboration and Technical Projects

• Collaborate with IT, Product, Engineering, Project Management, and Customer Success teams to support customer technical requirements.

• Participate in customer healthcare IT projects, including system implementations, upgrades, migrations, integrations, and technical enhancements.

• Assist with technical evaluations, testing, validation, and implementation of customer solutions.

• Support technical troubleshooting and coordination during customer go-live activities.

• Work with internal teams to investigate product defects, validate fixes, and communicate technical findings.

• Assist with implementing and supporting solutions within public cloud environments and DeepHealth platforms.

• Provide technical input and level-of-effort information for customer requests and proposed solutions as needed.

• Participate in technical discussions involving customer infrastructure, workflows, system requirements, and integration dependencies.

• Coordinate assigned technical tasks and provide progress updates to the SAT Lead and appropriate stakeholders.

Monitoring, Proactive Support, and Operational Readiness

• Monitor assigned customer environments using available monitoring and diagnostic tools.

• Review system alerts, application performance indicators, service availability, and operational health metrics.

• Investigate abnormal system behavior, performance trends, and potential service disruptions.

• Identify and communicate emerging technical risks before they result in significant customer impact.

• Assist with validating monitoring alerts, escalation procedures, and incident response workflows.

• Participate in scheduled maintenance activities and operational readiness checks.

• Support proactive technical reviews of customer environments when requested.

• Follow established procedures for documenting and communicating critical system events.

• Participate in on-call rotations, after-hours support, and critical incident response as required.

Customer Training and Technical Guidance

• Provide technical guidance to customer administrators, IT personnel, and service-level users.

• Deliver product and service training to customers as needed.

• Educate customers on system functionality, configuration options, troubleshooting procedures, and recommended best practices.

• Assist customers in understanding technical workflows and system capabilities.

• Provide clear explanations of technical issues and resolutions to both technical and non-technical audiences.

• Support customer adoption of solutions through effective technical communication and assistance.

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.