Technical Support Analyst (Radiology IT)

Key Responsibilities

• Provide inbound technical support for assigned products via phone and other support channels
• Respond to system monitoring alerts and take corrective actions as needed
• Communicate clearly with clients to understand issues and provide effective solutions
• Accurately document all customer interactions, troubleshooting steps, and time worked in support tickets following established policies and procedures
• Apply troubleshooting techniques to resolve client issues, including basic SQL queries for data validation and issue diagnosis
• Escalate complex issues appropriately and collaborate with internal teams for resolution
• Create and maintain knowledge base articles for common issues and solutions
• Stay current on product updates, release changes, and known issues
• Provide after-hours on-call support for critical issues as required
• Assist with software installations, updates, and minor configuration changes

Requirements

• Minimum 4 years of experience in a technical support environment
• Experience providing remote support using tools such as remote desktop or VPN
• Basic SQL skills for querying and troubleshooting database-related issues
• Working knowledge of PC/server hardware, operating systems, and network connectivity (LAN, WAN, Internet)
• Strong troubleshooting skills and ability to resolve technical issues independently
• Excellent written and verbal communication skills
• Ability to work flexible shifts and participate in on-call rotations
• Ability to perform occasional onsite visits to diagnose and resolve critical technical issues; travel requirement approximately 5% annually
• Experience supporting Healthcare IT solutions such as HIM, Radiology, RIS/PACS, EMR/EHR, physician-facing environments, speech recognition technologies, HL7 interfaces, or radiology workflows is considered a strong plus

Benefits

• The opportunity to contribute to a fast-growing, AI-driven medical software product following a recent merger, offering a dynamic and evolving environment
• Meaningful work that makes a real impact on healthcare outcomes and patients' lives
• Collaboration with a highly skilled, international, and supportive team across multiple regions
• Flexible working hours and up to 100% remote work within Germany or the UK
• A competitive compensation and benefits package, tailored to local standards and regulations depending on country of employment

We are looking forward to getting to know you!