Implementation Support Engineer

The Implementation Support Engineer serves as a primary technical resource for healthcare IT customer projects, with a focus on implementing, supporting, and maintaining PACS/RIS solutions and related healthcare technologies. The role combines hands-on technical troubleshooting, customer support, system implementation and maintenance, cross-functional collaboration, and proactive communication to ensure successful deployments and a high-quality customer experience.

Key Responsibilities

The Key Responsibilities are:

• • 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 escalate 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 and organizational requirements.
• • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Requirements

• • Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
• • Minimum of 5 years of experience in IT support roles.
• • Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.
• • Strong knowledge of Windows operating systems, including Windows 7 and above and Windows Server.
• • Strong Linux system administration and command-line experience.
• • Experience with MSSQL database management and relational database technologies.
• • Strong understanding of networking concepts, troubleshooting, and infrastructure support.
• • Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
• • Proven experience troubleshooting complex software applications and healthcare technology solutions.
• • Experience with public cloud environments and cloud-based integrations.
• • Familiarity with scripting, data serialization, and reporting tools such as SSRS.
• • Strong troubleshooting, analytical thinking, and critical problem-solving skills.
• • Experience using ticketing systems and ITIL-based support processes.
• • Strong customer service, relationship management, and call center support experience.
• • Excellent written and verbal communication skills with both technical and non-technical audiences.
• • Excellent English communication skills.
• • Ability to manage multiple priorities and work effectively under pressure.
• • Ability to collaborate effectively across cross-functional technical and business teams.
• • Flexibility to work varied schedules and participate in on-call rotations as required (from 2:00 PM to 12:00 AM or 3:00 PM to 1:00 AM)
• • Strong understanding of PC/server hardware platforms and general IT infrastructure.

• This opportunity is remote for Egyptian applicants and Hybrid for Lebanese applicants.