Senior Technical Support Specialist

Location: Remote
Salary Range: $72,000 – $80,000 annually

About PocketHealth

PocketHealth is a patient-centric platform revolutionizing healthcare by enabling secure digital sharing of imaging records between hospitals, clinics, physicians, and patients. We empower over 2 million patients to actively manage their care journey and serve over 800 healthcare facilities across North America with our unified image management solution.

About the Role

As a Senior Technical Support Specialist, you will support critical production healthcare systems used by providers and patients. This role goes beyond traditional IT helpdesk functions, focusing on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment. You'll operate at the intersection of support, engineering, and customers, analyzing data, resolving escalations, and ensuring the reliability of vital clinical workflows.

What You’ll Be Doing:

• Investigate and resolve escalated production issues impacting providers and patients.
• Troubleshoot software systems using SQL queries to validate data, system behavior, and root causes.
• Diagnose issues at the system level, including configuration, integrations, and workflow behavior.
• Identify, replicate, and document bugs for escalation to engineering.
• Support PACS, DICOM, and healthcare application workflows in a live production environment, maintaining SLAs for high-impact cases.
• Document troubleshooting processes, system behaviors, and workarounds; contribute to process and tooling improvements.
• Assist with technical implementation projects, including PACS/RIS/EMR integrations and DICOM/HL7 configuration.
• Collaborate cross-functionally with Engineering, Product, Account Management, and Technical Services.

These Will Help You Be Successful:

• 3+ years of experience supporting production software systems backed by databases (e.g., SQL Server, Oracle, MySQL).
• Proficiency in writing SQL queries for data investigation and system validation.
• Experience troubleshooting complex applications.
• Experience supporting business-critical platforms (e.g., PACS, ERP, EMR, financial, education, industrial systems).
• Ability to diagnose issues at the system level (configuration, integrations, workflow).
• Strong communication skills for interacting with technical and non-technical stakeholders.

Nice to Have:

• PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards.
• Experience in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2.
• Exposure to Windows server environments, systems, or network administration.
• Experience documenting processes and creating guides.
• Experience with performance metrics and SLAs.

Benefits

• Annual Salary: $72,000 – $80,000
• Eligibility for equity (stock options).
• Comprehensive health and benefits package.
• Fully remote work.
• Four weeks of paid time off.
• Unlimited paid wellness days.
• Extended mental health coverage.
• 16 weeks of parental leave top-up.
• Commitment to diversity, equity, and inclusion.