The Role:

The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

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 escalat e 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

📌 Technical Support Engineer, PACS (Capital)
🏢 Wakapi
📍 Capital