Technical Support Engineer - Medical Imaging

Technical Support Engineer - Medical Imaging

Location:  Remote - preference to Charlotte, NC or Cleveland, OH with ability to support Pacific and Mountain Time Zones 

Reporting to the Director of Technical Operations, the Technical Support Engineer is responsible for managing the day-to-day execution of technical support operations for medical imaging solutions. This role provides hands-on technical support of PartsSource, Remi, and RSTI imaging customers, ensuring timely issue resolution, effective communication with customers, cost optimization, and consistent operational performance.  This role will work closely with technicians, customers, and internal stakeholders to support the deployment, maintenance, and troubleshooting of imaging systems. A key aspect of the role includes supporting and operationalizing remote diagnostics and data platforms, including Glassbeam and DI Insights, to improve responsiveness, uptime, and customer experience. 

What You Will Do:

Technical Support & Customer Service

• Serve as a frontline technical resource, providing timely and effective support to customers and internal users experiencing issues with medical imaging systems and related platforms.
• Diagnose, troubleshoot, and resolve technical issues via phone, email, and remote support tools — guiding customers through solutions with patience, clarity, and professionalism.
• Manage customer interactions with a service-first mindset, ensuring every user feels heard, respected, and confident that their issue is being actively addressed.
• Escalate complex or unresolved issues to appropriate team members while maintaining clear communication with the customer throughout the process.
• Follow up proactively on open support cases to ensure timely resolution and customer satisfaction.
• Build and maintain strong working relationships with customers by consistently delivering reliable, approachable, and knowledgeable support.

Documentation & Knowledge Management

• Create, maintain, and improve technical documentation including standard operating procedures, troubleshooting guides, knowledge base articles, and process workflows.
• Document technical findings, resolutions, and lessons learned from support activities to build a comprehensive and searchable internal knowledge base.
• Translate complex technical information into clear, accessible language for both technical and non-technical audiences.
• Ensure all documentation is accurate, current, and readily accessible to team members and stakeholders.

Ticketing System & Support Operations

• Manage and maintain the ticketing system to ensure all support requests are properly logged, categorized, prioritized, and tracked through resolution.
• Monitor ticket queues, follow up on open items, and ensure timely responses and updates are provided to customers and internal stakeholders.
• Generate reports and metrics from the ticketing system to identify trends, recurring issues, and opportunities for operational improvement.
• Assist in defining and refining ticketing workflows, escalation paths, and SLA tracking processes.

Software & Tools Collaboration

• Work closely with the development team to provide real-world feedback, testing support, and improvement ideas for internal software tools and platforms based on firsthand support experience.
• Participate in the evaluation, deployment, and adoption of new tools and technologies that enhance technical support and operations.
• Assist in gathering user requirements and documenting feature requests to help shape the roadmap for internal tools.
• Support the configuration and day-to-day administration of diagnostic platforms, monitoring tools, and data systems used by the team.

Who We Want To Meet:

• Collaborative within a team-oriented environment, contributing positively to team goals, morale, and culture.
• Communicate clearly and professionally with teammates, customers, and cross-functional partners regarding support status, documentation updates, and tool improvements.
• Self-starter with a strong sense of ownership, accountability, and follow-through — someone who takes initiative without waiting to be told what to do.
• Genuine customer service orientation with the patience, empathy, and interpersonal skills needed to support users through frustrating or complex technical situations.
• Excellent computer skills with proficiency across a variety of software applications, operating systems, and web-based platforms.

What You Will Bring:

• 5+ years of experience in technical support or imaging operations.
• Associate’s or Bachelor’s degree in Information Technology, Healthcare Technology, Biomedical Engineering, or a related field with a focus in Imaging Engineering — or equivalent practical experience.
• 1–2 years of experience in a supervisory or lead role preferred.
• Expert-level knowledge of imaging modalities including CT, MRI, Cardiovascular, X-ray, and Ultrasound.
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word).
• Experience with diagnostic platforms, analytics tools, or system monitoring software preferred.
• Python or software development experience a plus but not required.
• Ability to travel up to 25% for escalated service events, training at RSTI facilities, or company meetings.