Technical Support Engineer #3

Hi, We Are Novarad

Novarad's solutions help healthcare executives, clinicians and IT professionals deliver clinical, operational, and fiscal excellence. With a self-sustaining business model, more than three decades of technology leadership, and an intense focus on our customers' needs. Innovation is at the core of everything we do, but our greatest strength is our people. We are passionate about solving complex technical challenges, building long-term customer relationships, and creating technology that truly makes a difference in healthcare.

If you're looking for an opportunity to solve meaningful technical problems, collaborate with talented engineers, and make a lasting impact on both customers and product development, we'd love to meet you.

Technical Support Engineer III

As a Technical Support Engineer III, you'll serve as one of Novarad's technical experts and a trusted resource for both customers and teammates. You'll solve our most complex technical challenges, mentor fellow engineers, and work closely with Escalation, Customer Success, and Technical Operations to improve our products and customer experience.

This role provides a clear path for those interested in leadership opportunities.

You'll help shape technical processes, influence product improvements, and develop the next generation of support engineers while remaining hands-on with advanced troubleshooting.

Candidates must reside in the Greater Provo/Salt Lake City area and be able to work onsite.

What You'll Work With

You'll regularly work with technologies including:

Microsoft Windows Server

Active Directory, DNS, DHCP, and Group Policy

Microsoft SQL Server

TCP/IP networking

VMware and Hyper-V virtualization

Microsoft IIS

PowerShell

VPN technologies

HL7 and DICOM integrations

PACS and RIS environments

Enterprise storage systems

Healthcare workstations and imaging devices

Enterprise hardware

Remote support and monitoring tools

What You'll Do

Solve Complex Customer Challenges

Resolve the most complex technical issues involving Novarad software, hardware, networking, databases, and enterprise infrastructure.

Serve as the senior escalation resource for issues that cannot be resolved by Level I or Level II Support Engineers.

Perform detailed root-cause analysis on recurring or high-impact issues and drive permanent corrective actions.

Troubleshoot software, hardware, networking, database, virtualization, and integration issues within complex healthcare environments.

Collaborate directly with distributors, healthcare IT professionals, clinicians, and customer leadership on active projects and support incidents.

Proactively identify opportunities to improve customer environments through upgrades, preventative maintenance, and infrastructure best practices.

Maintain accurate, detailed documentation within the CRM and knowledge management systems.

Technical Leadership & Mentorship

Mentor and coach Technical Support Engineers through technical guidance, troubleshooting methodology, and customer communication.

Serve as a trusted technical resource for teammates, helping resolve challenging issues and sharing best practices.

Review complex technical issues and provide recommendations before escalation to Development.

Assist with onboarding and technical development of new engineers.

Help coordinate workload balancing, scheduling, and on-call coverage in partnership with Support leadership.

Lead by example as a hands-on senior technical expert who remains actively engaged in customer support.

Lead technical initiatives and cross-functional projects that improve customer outcomes, product quality, and team effectiveness.

Foster a culture of continuous learning, collaboration, accountability, and technical excellence.

Collaborate Across the Organization

Partner with Development and Product Management to investigate software defects, validate fixes, and improve product quality.

Participate in technical triage and provide customer-focused input on product enhancements.

Work closely with Customer Success and Technical Operations to ensure successful customer outcomes.

Represent Technical Support during cross-functional projects and major customer initiatives.

Identify trends and recurring issues that can be addressed through product improvements, automation, or process enhancements.

Improve the Organization

Create and maintain high-quality technical documentation, troubleshooting guides, and knowledge base articles.

Identify opportunities to improve support tools, processes, reporting, and operational efficiency.

Lead or participate in continuous improvement initiatives across the Technical Support organization.

Help establish and maintain technical standards and best practices.

Growth Mindset

Stay current on emerging healthcare IT technologies and Microsoft infrastructure platforms.

Maintain knowledge and updated training provided by Novarad LMS.

Participate in company training and share technical knowledge across the organization.

Lead or contribute to technical training sessions for the Support organization.

What Success Looks Like

During your first year, you'll:

Become a trusted senior technical resource for the Support organization.

Build strong relationships with Development, Product Management, Customer Success, and Technical Operations.

Help reduce recurring customer issues through effective root-cause analysis.

Mentor fellow engineers and elevate the team's overall technical capability.

Improve technical documentation and troubleshooting processes.

Contribute ideas that improve both our products and the overall customer experience.

Requirements

Required Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

Five or more years of experience supporting enterprise software, systems administration, healthcare IT, or a related technical field.

Experience administering Microsoft Windows Server environments, including Active Directory, LDAP, DNS, DHCP, and Group Policy.

Strong troubleshooting experience across Windows operating systems, enterprise applications, networking, servers, databases, and hardware.

Working knowledge of Microsoft SQL Server.

Strong understanding of TCP/IP networking, VPN connectivity, and enterprise infrastructure.

Experience troubleshooting complex customer environments with multiple integrated systems.

Demonstrated ability to mentor peers, lead technical initiatives, or serve as a senior technical resource.

Excellent verbal and written communication skills.

Strong analytical thinking and a passion for solving complex technical problems.

A customer-first mindset with a high degree of ownership, accountability, and professionalism.

Preferred Qualifications

Experience with one or more of the following is highly desirable:

PACS, RIS, or other medical imaging systems

WireShark, JetBrains, Debugview

DICOM and HL7 integrations

Healthcare IT environments

HIPAA and healthcare cybersecurity best practices

VMware or Hyper-V virtualization

PowerShell or other scripting languages

Microsoft IIS administration

LDAP, SAML, or Single Sign-On technologies

REST APIs and systems integrations

Enterprise storage technologies

ITIL Foundation certification

Previous experience serving as a technical lead or mentoring other engineers