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Technical Support Analyst providing first - level support to clients using various applications. Involves troubleshooting, issue escalation, and ensuring customer satisfaction in São Paulo.
About the role
- Provide subject matter expertise in DICOM viewer technologies and standards.
- Lead the debugging, validation, and enhancement of features tied to DICOM tags, SOP classes, and modalities.
- Analyze and interpret DICOM file structures, including tags, transfer syntaxes, and differentiation between image metadata and pixel data.
- Utilize tools such as dcmdump, DCMTK, GDCM, RadiAnt, and 3D Slicer for advanced DICOM analysis and debugging.
- Oversee and troubleshoot DICOM network services including C-FIND, C-MOVE, C-STORE, and C-ECHO.
- Investigate and resolve issues such as DICOM timeouts, association rejections, and PACS misconfigurations.
- Use Wireshark and TCPDump to monitor and analyze DICOM and HL7 network traffic.
- Collaborate with engineering to evaluate, reproduce, and resolve viewer-related issues, including root cause analysis and validation of fixes.
- Provide insight into radiology workflows and ensure solutions align with user needs across imaging modalities.
- Work with support teams to ensure readiness for new module releases, including viewer updates, on both cloud and on-prem platforms.
- Embrace new technologies including AI-based troubleshooting, and contribute to internal tooling and training programs to scale support capabilities.
- Mentor and lead a team of specialists, fostering a customer-obsessed mindset and building a scalable, knowledge-driven support model.
Requirements
- 10+ years of experience working with PACS, DICOM, and radiology workflows.
- In-depth knowledge of DICOM standards, file structures, and transfer syntaxes.
- Proficient with DICOM viewers and diagnostic tools for file and network-level troubleshooting.
- Solid understanding of HL7, medical imaging systems, and radiology data flows.
- Experience debugging DICOM Query/Retrieve workflows and PACS integrations.
- Comfortable using packet capture and network tools such as Wireshark and TCPDump.
- Familiar with AWS, including CloudWatch, Lambda, and infrastructure-as-code tools like Terraform.
- Proven ability to collaborate with cross-functional teams and provide leadership across engineering, support, and product.
- 5+ years of experience mentoring and managing team members in a technical or support capacity.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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