Investigate and resolve escalated production issues impacting providers and patients.
Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.
Diagnose issues at the system level
including configuration, integrations, and workflow behaviour
not just restarting services, but understanding why something is failing.
Identify and replicate bugs, and escalate internally with clear documentation.
Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.
Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements.
Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.
Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.)
Comfortable writing queries to investigate data issues and validate system behaviour.
Experience troubleshooting complex applications (not just device or hardware support).
Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.
Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
Strong communication skills
able to work directly with technical and non-technical stakeholders.

Senior Technical Support Specialist

Key skills