Role overview
The Application Support Specialist - Second Shift M-F provides technical support for radiologists using a cloud-native, AI-powered radiology platform. The role resolves customer inquiries, monitors client sites, and improves support workflows, combining PACS and clinical application knowledge with incident management under Standard Operating Procedures and Service Level Agreements.
Support Responsibilities
- Respond proactively to client issues and actively monitor client sites.
- Resolve requests promptly under established SOPs and SLAs, coordinating across teams as needed.
- Document every incident accurately and completely in the ticketing system.
- Escalate unresolved issues through the appropriate internal channels.
- Follow monitoring, alerting, and security procedures to protect client data and maintain operational integrity.
- Analyze and troubleshoot network performance metrics to identify improvements.
- Work with engineering and product development to resolve software issues.
- Maintain knowledgebase articles and runbooks, and streamline workflows to improve the support team's efficiency and scalability.
Required Experience
- Customer care or call center experience, particularly involving radiology and PACS administration.
- Direct experience onboarding clinicians onto clinical applications.
- A healthcare or medical background and the ability to troubleshoot with medical professionals, ideally radiologists.
- Basic familiarity with DICOM, HL7, MWL standards, and radiology workflows.
- At least three years in level I or higher troubleshooting roles within a call center or support center.
- Proficiency with Zendesk or G-suite.
- Legal work authorization without visa sponsorship; this position does not offer sponsorship.
Preferred Background
- Experience as a PACS administrator or PACS analyst.
- Experience with SaaS platforms.
- Exposure to startup environments, with an adaptable and proactive approach.
Remote Schedule and Pay
This full-time, hourly position is remote within the United States. The preferred shift is 3 p.m.-11:30 p.m. EST, Monday-Friday. The role also rotates through other shifts, including overnight and weekend coverage, according to customer and business needs.
The published rate is $30-$36 per hour, plus equity and benefits. A calculated 2,080-hour annual equivalent is approximately $62,400-$74,880. The pay scale is flexible with experience; placement depends on work location, job-related skills, competencies, experience, education, and training. The recruiter can explain the range for the candidate's preferred location.
Benefits
- Stock options and flexible paid time off.
- Medical, dental, vision, and life insurance.
- Paid maternity and paternity leave.
- 401(k) matching.
- Apple equipment.
- Sponsorship for conferences and continuing education.