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

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