Job Description Summary

Job Description

Responsibilities:

• Providing timely support to customers and end-users experiencing technical or application workflow issues related to Picture Archiving and Communication Systems (PACS) Radiology Information Systems (RIS) Cardiology Information Systems (CVIS) and Vendor-Neutral Archive (VNA) products and solutions.

• Performing troubleshooting triage problem management root cause analysis performance and reliability checks to drive incidents to resolution while creating updating and maintaining knowledge base operational playbooks and observability dashboards.

• Serving as an escalation point to increase team knowledge and reduce escalations; acting as a resource coach and mentor as applicable identify knowledge gaps and incident trends for relevant training.

• Performing select configuration or integration corrective steps where needed following appropriate SOPs.

• Collaborating with broader support services product management and engineering teams to close the loop on bug fixes performance tuning and improvements and overall solution hardening as needed.

• Seeking to become trusted advisors to our customers across their enterprise imaging ecosystem.

Required Qualifications and Skills:

• Bachelors degree in healthcare informatics radiology cardiology digital pathology or equivalent.

• Relevant experience in supporting PACS RIS CVIS VNA products.

• Previous experience in a radiology or cardiology department and familiarity with modalities (CT MRI Ultrasound) along with EHR/EMR systems such as Epic Cerner or clinical middleware is preferred.

• Experience and ability to interpret DICOM headers troubleshoot DICOM image routing and analyze HL7 messages between RIS PACS CVIS.

• Networking (TCP/IP firewalls AWS Direct Connect) server monitoring SQL knowledge client-server ad SaaS application troubleshooting experience highly desirable.

• Advanced user management workflow configuration image archiving troubleshooting and VNA image life cycle management experience is a big plus.

• Strong interpersonal skills and experience working cross functionally with support analysts application engineers and cloud operations team members.

• Attention to detail concern for quality good process documentation and SOP adherence discipline.

• Fluency in Spanish and English is a must.

This role does not offer visa sponsorship or relocation assistance and is based on-site in Krakow Poland.

#LI-MT1

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Pay Range

Placement within this range depends on:

• Relevant skills and qualifications

• Prior job-related experience

• Internal equity considerations (alignment with colleagues in similar roles) e.t.c.

We review pay ranges regularly to ensure they remain competitive with the external market and align with our internal equity considerations.

Benefits & Rewards

In addition to base salary our employees have access to a comprehensive package of benefits and allowances which may include:

• Health & wellness coverage

• Retirement and or savings plans

• Allowances or benefits to support role requirements (e.g. mobility transport or role-specific needs such as a company car or allowance where applicable)

• Work-life balance support (e.g. flexible working leave programs)

• Recognition and incentive programs aligned with performance and company success

The exact benefits package depends on the role location and employment terms as specified in the Colleague Value Proposition document that will be shared prior to the interview or at the offer discussion stage.

• Performance Bonus: Details to be shared during offer discussions

Additional Information

Relocation Assistance Provided: No