Application Support Specialist - Overnight M-F

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Application Support Specialist - Overnight M-F based in the United States.** This is a remote customer and application support role focused on helping healthcare professionals use critical radiology technology effectively. You’ll serve as a frontline technical resource for clinicians and client teams, responding to issues, monitoring systems, and driving timely resolution. The role combines customer support, application troubleshooting, network monitoring, incident management, and cross-functional collaboration. You’ll work closely with engineering and product teams to investigate software issues and improve the reliability of clinical workflows. Your documentation, knowledge-base contributions, and runbook development will also help make support operations more scalable and efficient. Experience with radiology environments, PACS, and clinical applications will be particularly valuable when working directly with medical professionals. This is an hourly, fully remote U.S. position with a preferred Monday–Friday overnight schedule and participation in rotating overnight and weekend coverage. ### Accountabilities: - Proactively respond to client issues and monitor client environments to identify potential problems and support reliable application performance. - Triage, troubleshoot, and resolve customer requests in accordance with established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). - Collaborate with internal teams when issues require additional technical, product, engineering, or operational expertise, ensuring requests are progressed efficiently. - Thoroughly document incidents, troubleshooting steps, resolutions, and relevant technical details within the ticketing system. - Escalate unresolved or high-impact issues through the appropriate internal channels and maintain clear communication throughout the resolution process. - Follow monitoring, alerting, security, and operational procedures designed to protect client data and maintain system integrity. - Analyze network performance metrics and application behavior to identify potential issues, performance bottlenecks, and opportunities for optimization. - Partner with engineering and product development teams to investigate software-related problems, communicate customer impact, and contribute to effective solutions. - Support clinician onboarding and help healthcare professionals understand and successfully use clinical applications. - Contribute regularly to internal knowledge bases, troubleshooting guides, and runbooks to improve team efficiency and consistency. - Help identify workflow improvements and operational opportunities that can increase the scalability, effectiveness, and quality of the support function. - Participate in rotating support coverage, including overnight and weekend shifts, according to customer and business requirements. ### Requirements - 3+ years of experience in Level I or higher technical troubleshooting within a customer support, call center, application support, or similar environment. - Proven experience in customer care or technical support environments, particularly within radiology, PACS administration, healthcare IT, or clinical applications. - Experience working directly with clinicians during onboarding or implementation of clinical software applications. - Healthcare or clinical background with the ability to troubleshoot technical and application issues effectively with medical professionals, ideally radiologists. - PACS Administrator or PACS Analyst experience is strongly preferred. - Basic familiarity with DICOM, HL7, and Modality Worklist (MWL) standards, as well as general radiology workflows. - Strong troubleshooting, analytical, and problem-solving abilities, with the ability to investigate issues methodically and determine appropriate escalation paths. - Excellent customer service and communication skills, with the ability to explain technical issues clearly to clinicians and other non-technical stakeholders. - Experience using Zendesk, G Suite, or comparable customer support and productivity platforms. - Familiarity with SaaS applications and cloud-based software environments is preferred. - Previous experience in a startup or fast-changing technology environment is advantageous, particularly for candidates who demonstrate adaptability, initiative, and a proactive approach. - Ability to work independently during overnight hours while maintaining strong collaboration with distributed internal teams. - Willingness and ability to work the preferred **11:00 PM–7:30 AM ET Monday through Friday** schedule, as well as participate in rotating overnight and weekend shifts based on business needs. ### Benefits - Fully remote position within the United States. - Full-time hourly employment with a base compensation range of **$30.00–$36.00 per hour**, plus equity and benefits. - Pay within the range is determined by factors including work location, job-related skills, competencies, experience, education, and training. - Stock options providing an opportunity to participate in the company’s long-term growth. - Flexible Paid Time Off. - Medical, dental, and vision insurance. - Life insurance. - Paid maternity and paternity leave. - 401(k) matching. - Apple equipment provided for work. - Sponsorship for relevant conferences, continuing education, and professional development opportunities. - Opportunity to work directly with radiology professionals and support technology used in critical healthcare workflows. - Exposure to cloud-native SaaS, clinical applications, PACS, healthcare interoperability standards, and modern application support practices. - Collaborative environment with close interaction across customer support, engineering, and product development teams. - Opportunity to contribute to scalable support processes, technical documentation, knowledge management, and workflow improvements.