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About the Role

PocketHealth is seeking a Senior Technical Support Specialist to ensure the seamless operation of healthcare provider systems. This role involves hands-on troubleshooting of complex PACS and network issues, diagnosing integration problems across diverse Windows environments, and leveraging network diagnostics and PACS workflows. The position offers a career path into the Technical Implementation team, where you will act as the technical authority on deployment projects. This role directly impacts providers' access to critical medical imaging and patients' access to their records.

Responsibilities

Investigate and resolve escalated technical incidents impacting providers and patients, meeting or exceeding SLAs.
Diagnose system-level issues, including configuration, integrations, and workflow behavior.
Query databases directly to validate application data, analyze behavior, and isolate root causes.
Identify, replicate, and document software bugs for escalation to engineering teams.
Manage Windows Server environments, analyzing performance and system issues.
Administer and troubleshoot SQLite databases, running direct queries.
Troubleshoot authentication issues, including AD/LDAP failures.
Document repeatable troubleshooting processes, system behaviors, and workarounds.
Serve as the internal technical expert for infrastructure questions and contribute to process improvements.

Requirements

3+ years supporting production software systems.
Experience with SQLite databases and writing queries.
Experience with Retool or similar no-code admin tools.
Experience with Salesforce Service Cloud or similar ticketing systems.
Experience with Datadog or similar application log analysis tools.
Experience with Sigma (BI/Dashboarding) and Notion (Knowledge Base).
Experience troubleshooting complex applications at the system level, including configurations, integrations, and workflows.
Hands-on experience managing Windows Desktop and Server environments, including resource management and Active Directory/Group Policy.
Confident troubleshooting network connectivity issues using firewalls, TCP/IP, telnet, and basic LAN diagnostics.
Strong communication skills for leading technical calls with internal and external stakeholders.
Highly organized and results-focused.

Skills

PACS troubleshooting
Network diagnostics
Windows Server management
Database administration (SQLite)
Identity and Access Management (AD/LDAP)
Technical documentation
Cross-functional collaboration
DICOM
HL7
FHIR
HIPAA
PHIPA
SOC2 compliance

Location

Remote

Work Type

Full-time
Remote

Experience Level

Senior

Salary/Compensations

$72,000 – $80,000 annually

Benefits

Equity in the form of stock options
Comprehensive health and benefits package
Stock options for every employee
Four weeks of paid time off
Unlimited paid wellness days
Extended mental health coverage
16 weeks of parental leave top-up

About the Company

PocketHealth is a patient-centric platform enabling hospitals and clinics to share imaging records digitally with patients, instantly and securely.
The platform empowers patients to be active participants in their care.
PocketHealth offers a unified image management solution for over 800 hospitals and clinics across North America.
The company believes in placing patients at the center of the record release process for ethical, easy, and secure data movement.
PocketHealth is committed to empowering patients and making healthcare accessible to all.

Equal Opportunity

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.
If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to DEI@pocket.health.