Implementation Support Engineer (Healthcare IT - PACS/RIS)

About the role

The Implementation Support Engineer acts as the primary technical resource for healthcare IT customer projects, focusing on implementing, supporting and maintaining PACS/RIS solutions and related healthcare technologies. The role combines hands-on troubleshooting, customer support, system implementation and maintenance, and cross-functional collaboration to deliver successful deployments.

Key responsibilities

• Serve as the primary PACS technical support resource and provide second-level support for PACS/RIS and healthcare IT systems.
• Respond to customer inquiries by phone, email and ticketing systems, and coordinate projects as the main point of contact.
• Collaborate with IT, Product, Engineering and Project Management teams, monitor and triage support queues, and maintain incident records in the ticketing system.
• Support and maintain customer relationships, deliver product and service training, and educate customers on system functionality.
• Perform DeepHealth RIS/PACS updates, upgrades and maintenance, and conduct pre-sales technical evaluations and level-of-effort assessments.
• Integrate and support solutions in public cloud environments and DeepHealth platforms, and design, implement and document technical solutions.
• Contribute to continuous improvement, including knowledge base documentation, root cause analysis and process improvements.

Required profile

• Bachelor's degree in Information Technology, Healthcare Informatics or a related field, or equivalent professional experience.
• Minimum 5 years of IT support experience, including at least 3 years in a healthcare or radiology-focused technical support role.
• Strong customer service, relationship management and call center support experience; excellent English communication skills.
• Ability to manage multiple priorities, work under pressure, and work on varied schedules and on-call rotations (2:00 PM to 12:00 AM or 3:00 PM to 1:00 AM).

Required skills

• Windows (7 and above) and Windows Server administration, and strong Linux command-line skills.
• MSSQL and relational databases; networking, troubleshooting and infrastructure support.
• PACS, RIS, DICOM, HL7, EMR and other healthcare IT systems.
• Public cloud environments and cloud-based integrations.
• Ticketing systems and ITIL-based support processes.
• Scripting, data serialization and reporting tools such as SSRS.