What are the responsibilities and job description for the Technical Support Specialist position at Image Owl, Inc.?
Position Overview
As a Technical Support Specialist for our SaaS platform, you will be responsible for both initial customer support and advanced technical issue resolution. You will play a key role in ensuring the reliability and effectiveness of our radiotherapy and radiology machine QA solutions, directly impacting patient safety and clinical outcomes. This position offers the opportunity to collaborate with clinicians, medical physicists, and developers in a fast-paced, mission-driven environment.
Key Responsibilities
- Provide comprehensive technical support by managing and resolving both initial support requests (basic troubleshooting and customer inquiries) and escalated support cases (advanced troubleshooting and complex issues) for our software solutions, with a focus on radiotherapy clinical environments.
- Serve as the escalation point for complex or unresolved issues, ensuring prompt and effective resolution for customers and internal users.
- Analyze, diagnose, and resolve a wide range of technical problems via phone, email, chat, and remote sessions, adapting your approach to the complexity of each case.
- Collaborate with engineering, product, and frontline support teams to identify root causes, implement solutions, and continuously improve support processes.
- Document issue resolutions, troubleshooting steps, and best practices in the knowledge base to support ongoing learning and consistency.
- Write and maintain help page articles, user guides, and technical documentation for both customers and internal teams.
- Participate in ongoing training to stay current with product updates, new features, and industry best practices.
- Ensure high levels of customer satisfaction through timely, professional, and empathetic communication.
Requirements
Required Qualifications
- Candidates must be available for work between 8 AM and 5 PM US Eastern Time.
- A hybrid option is available in the the Saratoga Springs, NY area.
- Bachelor's in Computer Science, IT, related field, or equivalent experience.
- 2 years of experience in technical support, help desk, or a similar customer-facing technical role.
- Strong troubleshooting skills with Windows operating systems.
- Experience supporting SaaS or enterprise software applications.
- Familiarity with databases (SQL), networking concepts, and web technologies.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Experience supporting healthcare IT or medical device software.
- Radiotherapy clinical experience or familiarity with radiotherapy workflows, systems, or clinical environments.
- Experience with technologies relevant to radiotherapy software solutions (e.g., DICOM or treatment planning systems).
- Certifications such as CompTIA A , Network , or Microsoft Certified: Azure Fundamentals.
- Experience working with or supporting SaaS (Software as a Service) platforms.
- Previous experience in a Tier 2 or escalation support role.
- Knowledge of scripting languages (e.g., Python, Bash) is a plus.
Benefits
- Competitive salary
- Flexible health insurance options
- Flexible work hours and remote work options
- SEP IRA contribution
- Generous paid time off and holidays
- Professional development and certification reimbursement
- Collaborative and inclusive team culture