Senior Technical Support Engineer (L1) in Remote (Europe)

Binariks is looking for a highly motivated and skilled Senior Technical Support Engineer for our client, a leading provider of healthcare technology services, solutions, and platforms, with a strong presence in the payer, provider, medical technology, and life sciences markets. You'll be responsible for providing technical support and ensuring the smooth operation of the image exchange platforms PACS. This role involves handling customer queries via call, email, chat, creating tickets with all the information, troubleshooting, collaborating with Image exchange platform technicians, PACS admins, L2/L3, and other healthcare/IT professionals to deliver uninterrupted solution operations and functionality.

What We’re Looking For: 

• 4+ years of proven experience in Customer support, technical support, production support, preferably in a healthcare or teleradiology and image exchange/transfer setting


• Good verbal and written expertise in English and one of the following languages: French, Spanish, Italian, German, Dutch, or Portuguese


• Strong command over Windows OS/servers, including log analysis and system troubleshooting


• Proficient in SQL; ability to write and optimize SQL queries


• Good understanding of network protocols, diagnostics, and troubleshooting


• Excellent verbal and written communication skills; ability to convey technical details to non-technical stakeholders


• Strong problem-solving skills and the ability to identify patterns and root causes


• Strong technical troubleshooting skills over voice calls and other modes of communication


• Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira, Remedy)

Your Responsibilities:

• Provide support to radiologists/IT technicians/Doctors, and other healthcare professionals in the use of image exchange system solutions


• Handle customer queries via calls, emails, chat, or web portals


• Log tickets with all the relevant information


• Monitor and analyze system alerts in real-time


• Troubleshoot and resolve technical issues related to healthcare radiology image exchange software and related image exchange issues across Windows-based platforms, databases, networks, and ticketing CRM tools 


• Perform detailed Root Cause Analysis (RCA) for recurring or critical issues


• Analyze alert trends site-wise and recommend proactive measures to reduce alert volume


• Collaborate with cross-functional teams to implement permanent solutions


• Document incidents and resolution steps clearly and concisely


• Communicate effectively with internal teams, clients, and stakeholders


• Ensure compliance with healthcare regulations and data security standards

Will be a Plus:

• Hands-on working knowledge with Windows server platforms, PACS, Radiology, and image exchange platforms with DICOM standards


• Knowledge of healthcare regulations and data security standards. HL7, DICOM 


• Experience with monitoring tools (e.g., Nagios, Zabbix, Prometheus, etc.)


• Prior experience in a SaaS environment