Technical Support Specialist

11 hours, 2 minutes ago
Full-time
Senior
Customer and Technical Support
Synthesis Health

Synthesis Health

Synthesis Health is a global company based in the U.S. and Canada, focusing on imaging software, solutions, and AI for radiology and medical imaging. Launched in Q3 2023, it offers a cloud-native workflow software platform designed by radiologists to enhance efficiency and address staffing challenges in healthcare settings. The platform connects to or replaces existing PACS, image archives, and reporting systems, featuring cognitive science-informed interfaces and multi-tenant data segregation for secure workflows. The unified platform includes image management, advanced imaging processing, built-in breast reading and reporting workflows, and comprehensive reporting with integrated speech recognition. It also features an interface engine for connectivity and AI-enabled capabilities to improve operational efficiency. Synthesis Health aims to provide superior patient care through its secure, scalable technology solutions, supported by a team of experienced professionals in the imaging healthcare field.

hospital & health care
51-200
$10M raised

Description

  • Diagnose and resolve escalated backend and technical issues across the Core platform and Vision viewer.
  • Investigate audit trails, gateway logs, cloud transaction logs, Grafana data, reporting signals, and observability alerts to identify root cause.
  • Trace reported symptoms to SQL, GCP, Gateway, reporting, or monitoring components before escalation.
  • Distinguish technical or configuration issues from clinical workflow issues and coordinate ownership with Clinical Support.
  • Close escalated technical tickets directly, including issues in Vision, reporting, monitoring, Gateway, DevOps, eUnity, incident response, and release support.
  • Escalate confirmed defects, incidents, and enhancement requests with complete reproduction and handoff documentation.
  • Accurately complete ticket cause and category fields on every ticket.
  • Create and maintain runbooks, known-fix documentation, escalation standards, and training feedback.
  • Mentor Analysts on first-line triage and ownership boundaries.
  • Participate in overnight and weekend on-call rotations for incident response, release support, and monitoring follow-up.

Requirements

  • Associate degree in IT, computer science, or a related field, or an equivalent combination of education and work experience.
  • Working knowledge of HL7 and DICOM concepts.
  • Ability to read platform audit trails and distinguish workflow, configuration, and defect root causes.
  • Working proficiency in SQL, including reading and writing moderately complex queries and tracing fields to tables.
  • Working proficiency in Google Cloud Platform, including navigating the console, logs, storage, and basic query tooling.
  • Technical assessment required for SQL and GCP proficiency.
  • Proficiency with ticketing and support tools.
  • Strong root-cause diagnosis skills under time pressure.
  • Clear written handoffs to Engineering and effective cross-functional collaboration with Clinical Support.
  • Bachelor's degree in computer science, information systems, or a related field preferred.
  • Experience supporting a clinical or imaging software product preferred.
  • Familiarity with radiology clinical workflow preferred.
  • Familiarity with scripting or automation for repetitive diagnostic tasks preferred.
  • Experience using Zendesk, Jira, and Confluence preferred.

Benefits

  • Location-based compensation aligned to the candidate’s country of origin.
  • $25–$35 per hour for American applicants.
  • Medical, dental, and vision coverage.
  • Use-as-needed vacation policy.
  • Participation in the employee option program.
  • 100% remote work environment.
  • Potential for hybrid office attendance starting in 2027 for candidates near Huntington, West Virginia.

Interested in this position?

Apply directly on the company website

Apply Now

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