TechnicalSupportEngineerAssociate

Job Summary The Technical Support Engineer for Clinical AI product line is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes. ## Requirements Expanded Essential Duties and Responsibilities * Serve as the primary Clinical AI product line technical support resource. * Provide first-level support for Clinical AI products and healthcare IT systems, troubleshooting and resolving escalated technical issues. * Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. * Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. * Collaborate with Level two support, Strategic Account Support, IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. * Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. * Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. * Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. * Ensure compliance with healthcare regulatory standards and internal IT policies. * Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. * Deliver product and service training to administrators, service-level users, and customers as needed. * Perform DeepHealth Clinical AI product system updates, upgrades, and maintenance activities. * Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. * Integrate and support solutions within public cloud e