Senior Technical Support Specialist

Since Core Sound Imaging began in 2007, we have focused on delivering a superior customer experience with Studycast® - an advanced software as a service (SaaS) image storage and reporting solution (cloud PACS). Core Sound Imaging's focus on innovation is allowing Studycast® to change the face of medical imaging and diagnostic interpretation. Our nearly 2,000 clients in the U.S. and the world rely on Studycast for digital imaging and diagnostic testing workflow solutions that make their lives easier. At Core Sound Imaging we value every employee's contribution and care about providing the best product and service.

Job Summary

Core Sound Imaging is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join our team, specializing in medical imaging software solutions. The Senior Technical Support Specialist will lead the resolution of complex technical issues across hardware, software, and network systems by conducting in-depth troubleshooting, research, and diagnostic analysis. In this role, you will serve as a key technical resource for resolving complex issues, supporting end-users and healthcare professionals, and ensuring optimal performance of our imaging systems in clinical environments.

You will collaborate closely with cross-functional teams, including engineering, product management, and clinical applications specialists, to deliver timely resolutions, contribute to product improvements, and enhance the overall customer experience. This position requires strong problem-solving abilities, deep technical knowledge of imaging modalities (such as PACS, RIS, DICOM, HL7), and a commitment to excellence in healthcare technology support.

Key Job Responsibilities

• Troubleshoot complex technical issues related to Studycast system performance, imaging workflows, and data transmission.
• Work directly with IT departments of healthcare organizations to ensure secure, compliant (e.g., HIPAA) connectivity and system optimization.
• Provide Tier 2 or Tier 3 escalated support for complex product issues, collaborating with engineering and QA teams as needed.
• Function as a subject matter expert (SME) for the Studycast platform, advising clients on best practices for imaging workflows, study management, and report generation.
• Lead the technical onboarding and configuration of new client integrations, including DICOM device setup, HL7 interfacing, and PACS / RIS connectivity.
• Configure and optimize workflow rules, report templates , and other client-specific Studycast settings.
• Participate in customer meetings and technical deep dives to align Studycast functionality with client needs.
• Analyze customer feedback and usage patterns to suggest product or workflow enhancements.
• Perform advanced system configuration, including custom report templates, rule-based workflows, and automation scripting (if supported).
• Assist in maintaining and improving internal tools for monitoring and managing customer environments.
• Consult with Sales, Customer Success, Product Management, and Engineering teams to provide customer insights and support technical initiatives.
• Provide mentorship and training to junior specialists and internal teams.
• Stay current on industry standards and help ensure HIPAA-compliant data handling and security practices.

Education & Experience

Equivalent to completion of 4 years of college-level coursework in computer science, a minimum of 5 years of technical support experience, information technology or a related field and experience sufficient to successfully perform the essential duties of the job as listed above.

Preferred Skills & Experience

Must be willing to work a shift that ranges from 9 : 00am to 8 : 00pm.