L2 Support Engineer

• Deep-dive analysis of TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics.

• Troubleshoot workflow, imaging, and device-level issues beyond L1 scope.

• Validate network/firewall prerequisites, connectivity, and data flows.

• Perform diagnostics: log analysis, workflow validation, error tracebacks.

• Escalate to L4 for software defects, CI/CD issues, cloud outages, and security incidents.

• Author/update SOPs, KB articles, and runbooks.

• Participate in RCA reviews and problem management.

Required Skills:

• Strong problem-solving and deep troubleshooting ability.

• Understanding of radiology workflows (PACS, DICOM preferred).

• Hands-on expertise with RMM tools (NinjaOne) and observability tools (Datadog/Splunk).

• Knowledge of cloud concepts (AWS/GCP basics).

• Strong escalation judgment and communication skills.

• 3–6 years in L2 support, NOC/SRE, platform support, or medical device support.

• Experience troubleshooting workflows, logs, device performance, and network issues.

All your information will be kept confidential according to EEO guidelines.