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DeepHealth
United States5 months ago
75,000 – 100,000 USD
per year
Grade
Senior
Experience
from 5 years
Work format
Remote
English level
B2, upper-intermediate
An email or a Telegram message to the recruiter
The Technical Services Engineer, RIS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.
Serve as the primary RIS technical support resource for customer healthcare IT projects
Provide second-level support for 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 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
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors
Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance
Follows all local, regional and country laws concerning employment
Follows all DeepHealth policies and procedures
Follows data privacy, compliance, safety and confidentiality standards at all times
Practices universal safety precautions
Promotes good public relations on the phone and in person
Adapts and is willing to learn new tasks, methods, and systems
Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines
Completes job responsibilities in a quality and timely manner
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
This position may require occasional travel.
Remote
Salary range is $75,000 to $100,00 depending upon experience
The Technical Services Engineer, RIS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
This position may require occasional travel.
Remote
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally.
Salary range is $75,000 to $100,00 depending upon experience
We compare skills, grade, work format and salary
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