Application Support Specialist - Second Shift 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 - Second Shift M-F based in the United States.** This is a remote, customer-focused application support role within a healthcare technology environment serving radiology professionals. You will provide timely technical assistance, monitor client environments, and help ensure critical clinical workflows operate reliably. The role combines customer service, application troubleshooting, network analysis, incident management, and cross-functional collaboration. You will work directly with healthcare professionals, translating technical issues into clear next steps while maintaining a calm and service-oriented approach. You’ll also contribute to documentation, knowledge resources, and process improvements that make support more scalable and effective. The preferred schedule is **3:00 PM to 11:30 PM EST, Monday through Friday**, with participation in rotating overnight and weekend shifts as business needs require. This opportunity is particularly well suited to a support professional with healthcare or radiology experience who enjoys solving problems in a fast-moving SaaS environment. ### Accountabilities - **Customer & Application Support:** Proactively respond to client issues, provide timely assistance, and maintain active monitoring of client environments to identify potential issues. - **Incident Resolution:** Investigate and resolve support requests in accordance with established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). - **Technical Troubleshooting:** Troubleshoot application, software, network, and workflow issues, using available tools and performance metrics to identify potential causes and solutions. - **Radiology Workflow Support:** Assist healthcare professionals with clinical applications and radiology-related workflows, applying an understanding of systems used in diagnostic imaging environments. - **Incident Documentation:** Accurately document incidents, troubleshooting steps, findings, and resolutions within the ticketing system to ensure complete and reliable support records. - **Escalation Management:** Recognize issues that require additional expertise and escalate them through the appropriate internal channels while maintaining clear ownership and communication. - **Cross-Functional Collaboration:** Partner with engineering, product development, and other internal teams to investigate software issues and drive efficient resolutions. - **Monitoring & Security:** Follow monitoring, alerting, security, and operational procedures designed to protect client data and maintain system integrity. - **Network Analysis:** Review network performance metrics and investigate connectivity or performance issues, identifying potential areas for improvement and optimization. - **Knowledge Management:** Contribute regularly to knowledge-base articles, runbooks, troubleshooting procedures, and other resources that improve support consistency and team effectiveness. - **Process Improvement:** Identify opportunities to streamline support workflows and contribute to practices that improve scalability, efficiency, and the overall customer experience. - **Schedule Flexibility:** Work the preferred second-shift schedule while remaining available for rotating overnight and weekend coverage when required by customer and business needs. ## Requirements - **Support Experience:** At least 3 years of experience in Level I or higher troubleshooting within a call center, customer support center, technical support, or application support environment. - **Healthcare Experience:** Demonstrated experience working in healthcare environments and troubleshooting issues for medical professionals, ideally radiologists. - **Radiology & PACS:** Experience with radiology technology, PACS administration, or PACS analysis is strongly preferred. - **Clinical Application Support:** Experience supporting clinician onboarding and users of clinical applications. - **Radiology Standards:** Basic familiarity with **DICOM, HL7, and Modality Worklist (MWL)** standards and general radiology workflows. - **Customer Service:** Strong customer-care skills and the ability to communicate professionally and effectively with users experiencing technical issues. - **Technical Troubleshooting:** Strong analytical and problem-solving skills, with the ability to investigate issues methodically and identify appropriate next steps. - **SaaS & Support Tools:** Proficiency with Zendesk, Google Workspace/G Suite, or comparable support and productivity platforms; experience supporting SaaS applications is preferred. - **Communication:** Ability to explain technical concepts clearly to healthcare professionals and other users with varying levels of technical expertise. - **Documentation:** Strong attention to detail and the ability to create accurate, complete, and actionable incident documentation. - **Adaptability:** Comfortable working in a fast-paced environment where priorities and customer needs can change quickly. - **Startup Experience:** Previous experience in a startup or high-growth technology environment is advantageous and demonstrates adaptability, initiative, and a proactive mindset. - **Collaboration:** Ability to work effectively with engineering, product, and customer-facing teams to resolve complex issues. - **Schedule Availability:** Willingness to work the preferred **3:00 PM–11:30 PM EST Monday–Friday** schedule and participate in rotating overnight and weekend coverage as needed. ## Benefits - **Compensation:** $30.00–$36.00 per hour for the U.S. full-time position, plus equity and benefits. - **Flexible Pay:** Compensation within the stated range may vary based on work location, experience, skills, competencies, education, and training. - **Equity:** Stock options. - **Time Off:** Flexible Paid Time Off. - **Healthcare:** Medical, dental, and vision insurance. - **Insurance:** Life insurance coverage. - **Retirement:** 401(k) matching. - **Parental Leave:** Paid maternity and paternity leave. - **Equipment:** Apple equipment provided for work. - **Professional Development:** Sponsorship for conferences, continuing education, and other professional development opportunities. - **Remote Work:** Fully remote position within the United States.