Technical Support Engineer - PACS

About Us

At AlemHealth, we build software and hardware that connects hospitals in developing countries to a global network of diagnostic imaging, pathology, and specialist consultation services.

We are looking for a teammate to join us in SE Asia to make sure our current and future customers receive great technical support, that our product works to connect patients and radiologists and provide the care they need. You’ll also work with our engineering team to ensure they understand all the issues you face in the field, so they can continue to build the right solutions for our users.

The Role

This is a full-time role to join a growing medical technology company. We’re looking for a teammate who is extremely detail oriented, highly communicative, process-oriented, and who is always seeking better ways of solving a problem. Your job will be part operations and part technical, supporting users throughout Southeast Asian markets including Indonesia, Philippines, Vietnam, and elsewhere. Early-career candidates are encouraged to apply and this is a role that offers high-tech startup experience and career growth over time.

Responsibilities:

• Troubleshoot and resolve pre- and post-sales customer technical inquiries related to AlemHealth RIS/PACS software and hardware

• Be the customer-facing technical resource and work in collaboration with biomed engineers and other senior staff members at current and future customers

• Use modern collaboration tools including Notion, Slack, Jira, and similar tools to communicate with the global engineering and technical support teams.

• Conduct periodic meetings alongside our sales executives to develop a strong working relationship and to ensure customer satisfaction

• Manage escalated technical issues in a timely and effective manner. Ensure escalation situations are managed and corrected quickly and professionally.

• Stay current with product changes and specifications by communicating with our product and growth teams.

• Build a service database of tickets that effectively document each problem, proposed solution, and long-term product enhancements.

• Work with our engineering team to run tests and simulations at our facility to assist with R&D

• Travel to user sites to train users and or resolve customer issues

Demonstrated skills:

• Excellent written and verbal communication skills

• Impeccable organizational skills with strong attention to detail

• Worked in clinical imaging technology environments or hospital IT, with a working knowledge of DICOM, TCP/IP, Linux, and imaging modalities.

Nice to have

• Working level knowledge of DICOM, HL7 and IHE, and at least one PACS system.

• Technical writing skills

• Ability to support Imaging Informatics system interfaces.

• Working level knowledge of Imaging Modalities (XR, US, MRI, CT, Nuclear, Mammo, EKG)

• Knowledge of LAN/WAN, Wired/Wireless networking technologies.

• Knowledge of computer hardware (Advanced Workstations, Diagnostic monitors).

• Strong analytical and problem solving skills combined with exceptional business acumen.

• Able to present professional telephone and in-person etiquette

• Passion for public health and providing care to as many people as possible