Application Support Specialist - Weekend Nights

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 - Weekend Nights based in the United States.** This is a remote, hourly support role focused on keeping critical clinical software workflows running smoothly during weekend and overnight hours. You will serve as a key point of contact for healthcare professionals, proactively monitoring client environments and responding quickly to application and technical issues. The role combines customer support, incident management, troubleshooting, monitoring, documentation, and cross-functional collaboration. You will work closely with clinicians, engineering, and product teams to investigate software and network issues and drive timely resolutions. Your work will directly support radiology professionals and help maintain reliable technology within a healthcare environment. The position is ideal for someone with strong support-center experience who understands radiology workflows, clinical applications, and the needs of medical professionals. The preferred schedule is **7 PM to 7 AM EST on Saturdays and Sundays**, with participation in rotating overnight and weekend shifts based on customer and business requirements. ### Accountabilities - **Client Support & Monitoring:** Proactively respond to client issues, monitor client sites and systems, identify potential problems, and take timely action to minimize operational disruption. - **Incident Resolution:** Investigate and resolve support requests in accordance with established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), collaborating with other teams when necessary. - **Incident Documentation:** Accurately and comprehensively document incidents, troubleshooting activities, resolutions, and relevant details within the ticketing system. - **Escalation Management:** Recognize issues that cannot be resolved at the appropriate support level and escalate them through the correct internal channels to facilitate rapid resolution. - **Monitoring & Security:** Follow monitoring, alerting, access, and security procedures designed to protect client data and maintain operational integrity. - **Network Troubleshooting:** Review and troubleshoot network performance metrics, investigate connectivity or performance concerns, and identify potential areas for optimization. - **Application Troubleshooting:** Diagnose software-related issues affecting clinical applications and work collaboratively with engineering and product development teams to identify and implement solutions. - **Clinical Workflow Support:** Assist healthcare professionals with application-related issues while maintaining an understanding of radiology workflows and the operational requirements of clinical environments. - **Knowledge Management:** Contribute to internal knowledge bases, troubleshooting documentation, and runbooks to improve support consistency and enable faster resolution of recurring issues. - **Cross-Functional Collaboration:** Communicate effectively with support, engineering, product, and other internal teams to coordinate investigations and maintain a high standard of customer service. - **Operational Continuity:** Maintain a calm, responsive, and solutions-oriented approach during overnight and weekend support periods, particularly when addressing time-sensitive clinical technology issues. ## Requirements - **Professional Experience:** Minimum of 3 years of Level I or higher technical troubleshooting experience within a customer care, call center, service desk, or technical support environment. - **Healthcare Support:** Demonstrated experience working in healthcare environments and troubleshooting technical issues directly with medical professionals is strongly preferred. - **Radiology Expertise:** Experience within radiology, PACS administration, or PACS analysis is highly desirable. - **Clinical Applications:** Experience supporting clinician onboarding and adoption of clinical applications, with the ability to guide healthcare professionals through technical workflows. - **Radiology Workflows:** Basic familiarity with radiology workflows and standards such as DICOM, HL7, and MWL. - **Customer Communication:** Strong interpersonal and communication skills, with the ability to explain technical concepts clearly and professionally to clinicians and other users. - **Troubleshooting:** Strong analytical and problem-solving skills, with the ability to investigate incidents methodically, identify potential root causes, and determine when escalation is appropriate. - **Support Platforms:** Proficiency with Zendesk and/or Google Workspace (G Suite); experience supporting SaaS platforms is preferred. - **Technical Awareness:** Comfortable working with software applications, network performance information, monitoring systems, ticketing tools, and cloud-based technologies. - **Adaptability:** Previous experience in a startup or rapidly changing environment is advantageous, demonstrating flexibility, initiative, and a proactive approach. - **Independence:** Able to work effectively with limited direct supervision during overnight and weekend shifts while maintaining strong communication with relevant teams. - **Schedule Flexibility:** Willingness and ability to work the required weekend, overnight, and rotating shifts, including the preferred Saturday and Sunday 7 PM–7 AM EST schedule. - **Security Mindset:** Strong awareness of data security, confidentiality, monitoring, and operational procedures within a healthcare technology environment. ## Benefits - **Compensation:** $30.00–$36.00 per hour, plus equity and benefits. - **Flexible Pay Scale:** Compensation may vary based on work location, relevant experience, job-related skills, competencies, education, and training. - **Equity:** Stock options as part of the overall compensation package. - **Healthcare:** Medical, dental, and vision insurance. - **Life Insurance:** Life insurance coverage. - **Retirement:** 401(k) matching. - **Paid Time Off:** Flexible paid time off. - **Parental Leave:** Paid maternity and paternity leave. - **Equipment:** Apple equipment provided for work. - **Professional Development:** Sponsorship and support for conferences, continuing education, and other professional-development opportunities. - **Remote Work:** Fully remote position within the United States.