Implementation Support Engineer

Key Responsibilities

• - Serve as the primary PACS technical support resource for customer healthcare IT projects.
  - Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• - Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
  
• - Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
  
• - Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
  
• - Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
  
• - Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
  
• - Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
  
• - Ensure compliance with healthcare regulatory standards and internal IT policies.
  
• - Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
  
• - Deliver product and service training to administrators, service-level users, and customers as needed.
  
• - Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.
  
• - Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
  
• - Integrate and support solutions within public cloud environments and DeepHealth platforms.
  
• - Design, implement, document, and support technical solutions that meet customer and organizational requirements.
  
• - Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
  
• - Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
  
• - Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.
  

• - Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
  
• - Minimum of 5 years of experience in IT support roles.
  
• - Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.
  
• - Strong knowledge of Windows operating systems, including Windows 7 and above and Windows Server.
  
• - Strong Linux system administration and command-line experience.
  
• - Experience with MSSQL database management and relational database technologies.
  
• - Strong understanding of networking concepts, troubleshooting, and infrastructure support.
  
• - Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
  
• - Proven experience troubleshooting complex software applications and healthcare technology solutions.
  
• - Experience with public cloud environments and cloud-based integrations.
  
• - Familiarity with scripting, data serialization, and reporting tools such as SSRS.
  
• - Strong troubleshooting, analytical thinking, and critical problem-solving skills.
  
• - Experience using ticketing systems and ITIL-based support processes.
  
• - Strong customer service, relationship management, and call center support experience.
  
• - Excellent written and verbal communication skills with both technical and non-technical audiences.
  
• - Excellent English communication skills.
  
• - Ability to manage multiple priorities and work effectively under pressure.
  
• - Ability to collaborate effectively across cross-functional technical and business teams.
  
• - Flexibility to work varied schedules and participate in on-call rotations as required (from 2:00 PM to 12:00 AM or 3:00 PM to 1:00 AM)
  
• - Strong understanding of PC/server hardware platforms and general IT infrastructure.
  
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• This opportunity is remote for Egyptian applicants and Hybrid for Lebanese applicants.