Technical Support Engineer - Medical Imaging

PartsSource Inc. is the leading technology and software platform for managing mission-critical healthcare equipment. The Technical Support Engineer is responsible for managing day-to-day technical support operations for medical imaging solutions, providing hands-on support, and ensuring timely issue resolution for customers.

Responsibilities:

• Serve as a frontline technical resource, providing timely and effective support to customers and internal users experiencing issues with medical imaging systems and related platforms
• Diagnose, troubleshoot, and resolve technical issues via phone, email, and remote support tools — guiding customers through solutions with patience, clarity, and professionalism
• Manage customer interactions with a service-first mindset, ensuring every user feels heard, respected, and confident that their issue is being actively addressed
• Escalate complex or unresolved issues to appropriate team members while maintaining clear communication with the customer throughout the process
• Follow up proactively on open support cases to ensure timely resolution and customer satisfaction
• Build and maintain strong working relationships with customers by consistently delivering reliable, approachable, and knowledgeable support
• Create, maintain, and improve technical documentation including standard operating procedures, troubleshooting guides, knowledge base articles, and process workflows
• Document technical findings, resolutions, and lessons learned from support activities to build a comprehensive and searchable internal knowledge base
• Translate complex technical information into clear, accessible language for both technical and non-technical audiences
• Ensure all documentation is accurate, current, and readily accessible to team members and stakeholders
• Manage and maintain the ticketing system to ensure all support requests are properly logged, categorized, prioritized, and tracked through resolution
• Monitor ticket queues, follow up on open items, and ensure timely responses and updates are provided to customers and internal stakeholders
• Generate reports and metrics from the ticketing system to identify trends, recurring issues, and opportunities for operational improvement
• Assist in defining and refining ticketing workflows, escalation paths, and SLA tracking processes
• Work closely with the development team to provide real-world feedback, testing support, and improvement ideas for internal software tools and platforms based on firsthand support experience
• Participate in the evaluation, deployment, and adoption of new tools and technologies that enhance technical support and operations
• Assist in gathering user requirements and documenting feature requests to help shape the roadmap for internal tools
• Support the configuration and day-to-day administration of diagnostic platforms, monitoring tools, and data systems used by the team

Requirements:

• 5+ years of experience in technical support or imaging operations
• Associate's or Bachelor's degree in Information Technology, Healthcare Technology, Biomedical Engineering, or a related field with a focus in Imaging Engineering — or equivalent practical experience
• Expert-level knowledge of imaging modalities including CT, MRI, Cardiovascular, X-ray, and Ultrasound
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word)
• Ability to travel up to 25% for escalated service events, training at RSTI facilities, or company meetings
• 1–2 years of experience in a supervisory or lead role preferred
• Experience with diagnostic platforms, analytics tools, or system monitoring software preferred
• Python or software development experience a plus but not required