PartsSource Inc. · 13 hours ago
Technical Support Engineer - Medical Imaging
United States
Full-time
Remote
Senior Level
5+ years expPartsSource is the leading technology and software platform for managing mission-critical healthcare equipment. The Technical Support Engineer is responsible for managing technical support operations for medical imaging solutions, providing hands-on support, ensuring issue resolution, and improving customer experience through effective communication and documentation.
Medical DeviceSoftware
Responsibilities
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
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
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
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
Qualification
Required
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
Ability to travel up to 25% for escalated service events, training at RSTI facilities, or company meetings
Excellent computer skills with proficiency across a variety of software applications, operating systems, and web-based platforms
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
Preferred
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
Experience with diagnostic platforms, analytics tools, or system monitoring software preferred
Python or software development experience a plus but not required
Benefits
401k match
Health
College debt reduction
And more!
Company
PartsSource Inc.
PartsSource is the leading provider of replacement parts solutions for healthcare.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-07-20Acquired
2008-08-06Series Unknown
Leadership Team
Philip Settimi
President and Chief Executive Officer
Jeff Evans
Chief Commercial Officer
Recent News
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