Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 28, 2026
Full Job Description
đź“‹ Description
- • Lead, mentor, and develop a high-performing team of technical support professionals, fostering a culture of excellence, collaboration, and continuous learning. You will establish clear performance metrics, implement robust accountability structures, and drive individual growth and team success, ensuring that every team member is empowered to contribute their best.
- • Oversee the entire lifecycle of customer technical issue resolution, ensuring strict adherence to established service level agreements (SLAs) and uncompromising quality standards. You will act as the ultimate escalation point for complex technical challenges, requiring adept cross-functional collaboration with our engineering, product management, and professional services teams to achieve swift and effective resolutions.
- • Drive significant process improvements across the entire technical support workflow. This involves leveraging data analytics to pinpoint bottlenecks, optimize resource allocation for maximum efficiency, and enhance first-contact resolution (FCR) rates. A key aspect of this will be maintaining and expanding comprehensive knowledge base documentation to empower team efficiency and self-service capabilities.
- • Define, establish, and meticulously monitor key performance indicators (KPIs) that measure team effectiveness, customer satisfaction (CSAT), and overall operational efficiency. You will conduct regular performance reviews, provide constructive feedback, and implement data-driven corrective actions that align with organizational objectives and support individual career development goals.
- • Manage the critical 24/7/365 coverage schedule, including holiday rotations and on-call responsibilities. This ensures appropriate staffing levels and team readiness to support vital healthcare operations, requiring availability starting from 6 AM/7 AM EST, Monday through Friday.
- • Act as a subject matter expert and technical escalation point for the most challenging customer issues, providing hands-on troubleshooting and guidance to your team and other departments.
- • Collaborate with product management and engineering teams to provide feedback on product issues, feature requests, and potential improvements based on frontline customer interactions.
- • Develop and deliver training programs for new and existing support staff to ensure they possess the necessary technical skills and product knowledge.
- • Contribute to the strategic planning of the technical support department, identifying opportunities for growth, efficiency gains, and enhanced customer experience.
- • Ensure all support activities are documented accurately and thoroughly within the CRM and knowledge base systems.
- • Uphold Intelerad's commitment to exceptional customer service, ensuring that every customer interaction is handled with professionalism, empathy, and a focus on resolution.
- • Proactively identify trends in support tickets and customer feedback to anticipate future issues and implement preventative measures.
- • Stay abreast of the latest advancements in medical imaging technology and IT best practices to ensure the team remains at the forefront of the industry.
- • Manage vendor relationships related to support tools and services as needed.
- • Contribute to the development and refinement of support policies and procedures.
- • Champion a proactive support model, aiming to resolve issues before they impact patient care.
- • Analyze support metrics to identify areas for automation and efficiency improvements.
- • Ensure compliance with all relevant healthcare regulations and data privacy standards (e.g., HIPAA) in support operations.
- • Foster strong working relationships with internal stakeholders across sales, implementation, and customer success teams.
- • Regularly report on team performance, key metrics, and strategic initiatives to senior management.
- • Drive initiatives to improve customer self-sufficiency through enhanced documentation and online resources.
- • Manage the support budget and resource allocation effectively.
- • Participate in on-call rotations as needed, providing critical support outside of standard business hours.
- • Continuously evaluate and implement new tools and technologies to enhance support operations.
- • Ensure the team is equipped to support Intelerad's growing portfolio of innovative medical imaging solutions.
- • Build and maintain a positive and productive team environment, recognizing and rewarding high performance.
- • Develop and implement strategies to reduce ticket backlog and improve overall response times.
- • Ensure a seamless transition of support for new product releases and updates.
- • Act as a liaison between customers and the development team for bug reporting and resolution.
- • Drive customer satisfaction by ensuring timely and effective resolution of all technical inquiries and issues.
- • Empower the team to take ownership of customer issues from inception to resolution.
- • Implement best practices in incident management and problem management.
- • Monitor system performance and proactively address potential issues that could impact customer operations.
- • Contribute to the overall success of Intelerad by ensuring the reliability and performance of our medical imaging solutions in the hands of our customers.
- • This role is pivotal in ensuring that healthcare providers can rely on Intelerad's technology to deliver critical patient care without interruption, making a direct impact on healthcare outcomes.
🎯 Requirements
- • Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
- • Minimum of 5 years of progressive experience in technical support roles, with at least 2 years in a leadership capacity managing technical support teams.
- • Demonstrated expertise in troubleshooting methodologies, support operations management, and customer service best practices within technology environments.
- • Proven track record of developing and implementing performance metrics, driving process improvements, and successfully managing complex technical escalations.
- • Strong proficiency with Linux/UNIX, SQL, and Windows environments (desktop and server).
- • Experience managing 24/7 support operations, including scheduling, on-call rotations, and holiday coverage.
- • Experience with medical imaging systems (PACS, RIS), DICOM/HL7 protocols, or healthcare IT environments is highly preferred.
- • Familiarity with ITIL or other IT service management frameworks is a plus.
🏖️ Benefits
- • Competitive base salary ranging from $61,918 - $82,558 USD, with potential for bonuses and other compensation as part of a total compensation package.
- • Comprehensive medical, financial, and retirement benefits.
- • Generous Paid Time Off (PTO) and other leave benefits.
- • Opportunity to work remotely, providing flexibility and work-life balance.
- • Professional development opportunities, including training and career advancement within a growing company.
- • Be part of a company that plays a critical role in advancing healthcare technology and patient care.
Skills & Technologies
Linux
Remote
$61k-82k
Degree Required
About Intelerad Medical Systems Incorporated
Intelerad Medical Systems is a Canadian health-care technology company that develops and markets enterprise imaging and radiology workflow software. Founded in 1999 and headquartered in Montreal, the company provides cloud and on-premise PACS, RIS, VNA, and AI-enabled diagnostic viewing solutions used by hospitals, radiology groups, and imaging centers across North America, Europe, and Oceania. Its platform streamlines image management, reporting, and collaboration for radiologists and clinicians, aiming to improve diagnostic accuracy, turnaround times, and patient care. Intelerad serves more than 2,500 organizations worldwide and continues to expand through product innovation and strategic acquisitions.
