Advanced Application Platform Support Specialist

Responsibilities

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks.
• Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues.
• Monitor/support 24×7×365 hosted Linux VMs and AWS cloud integrations; interpret Grafana alerts and resolve or escalate with hospital IT teams.
• Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback.
• Triage a wide range of issues across hardware, software, network connectivity, clinical applications, desktops, laptops, mobile devices, and peripherals.
• Utilize internal tools (Jenkins/Grafana/AWS configs) to resolve DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software issues.
• Analyze Coralogix logs for system performance/data processing.
• Create/maintain documentation in ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.

Requirements

• 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers.
• Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement.
• Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications.

Preferred

• Linux system administration experience.
• Healthcare interface/integration and medical imaging (DICOM) experience.
• Experience supporting FDA-regulated software as a medical device (SaMD).

Compensation

• Hourly Range: $31.00 - $41.00. Compensation includes hourly rate and stock options.