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About the Role

PocketHealth is seeking a Senior Technical Support Specialist to support healthcare implementations in provider environments. This role involves ensuring the seamless operation of critical systems for providers and patients, with a hands-on approach to complex PACS and network troubleshooting. The position is designed for career growth into a Technical Implementation role, acting as a technical authority on deployment projects. This team is dedicated to maintaining the reliability of healthcare workflows, directly impacting providers' access to medical imaging and patients' access to their records.

Responsibilities

Investigate and resolve escalated technical incidents impacting providers and patients, meeting or exceeding SLAs.
Diagnose issues at the system level, 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 before escalating 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 complex infrastructure questions.
Contribute to process and tooling 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 and Notion.
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.
Experience 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.
Experience working in healthcare or HealthTech environments.
Familiarity with HIPAA, PHIPA, or SOC2 compliance.

Skills

PACS troubleshooting
Network diagnostics
Firewall rules
Telnet
Connectivity troubleshooting
C-ECHO
Query/retrieve
Imaging import
Windows Server management
Database administration
SQLite
Identity & Access Management
Active Directory
LDAP
Authentication troubleshooting
Knowledge Base documentation
Process improvement
Tooling improvement
Technical support
Software systems support
No-code admin tools
Ticketing systems
Log analysis
BI/Dashboarding
System diagnostics
Windows Desktop management
Windows Server management
Resource management
Active Directory
Group Policy
Networking fundamentals
TCP/IP
LAN diagnostics
Communication skills
Organization
Results-focused
Healthcare environments
HealthTech environments
HIPAA compliance
PHIPA compliance
SOC2 compliance
ITIL framework
DICOM
HL7
FHIR
Technical implementations
Technical deployments

Location

Remote

Work Type

Full-time
Remote

Experience Level

Senior
3+ years supporting production software systems
Prior experience leading large-scale, end-to-end technical implementations or deployments with external clients (nice to have)

Salary/Compensations

$72,000 – $80,000 annually

Benefits

Equity in the form of stock options
Comprehensive health and benefits package
Competitive salaries
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 across North America to share imaging records digitally with patients, instantly and securely.
The platform empowers patients to be active participants in their care.
PocketHealth has expanded functionality to include sharing between hospitals and physicians, instant image retrieval, and automated importing.
PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America.
The company believes placing patients at the center of the record release process ensures data moves ethically, easily, and securely.
PocketHealth's mission is to empower patients and make healthcare accessible to all.
The company fosters a culture that embraces diversity, equity, and inclusion.
PocketHealth believes in caring for employees with the same thoughtfulness offered to patients and providers.

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.