Sr. Technical Support Specialist

Location: Conklin

Overview

What if you could personally impact the future of healthcare? As part of the Pocket Health team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

Pocket Health is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the Pocket Health platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability.

Pocket Health is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

About

the role

Pocket Health is looking for a Technical Support Specialist to support production healthcare systems used by providers and patients. This is not traditional IT helpdesk work — this role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment.

You will work at the intersection of support, engineering, and customers, investigating system behavior, analyzing data, and resolving escalations that impact clinical workflows. The team operates like application and systems support analysts, ensuring reliability of PACS/DICOM workflows and related healthcare applications. You will become a trusted technical resource across the business, contributing to system stability, root cause analysis, and process improvement.

This team protects the reliability of healthcare workflows. The issues you resolve directly impact providers accessing medical imaging and patients accessing their records. Your work ensures the platform operates reliably at scale.

The salary range for this position is $61,000 – $68,000 annually, depending on the experience and expertise you bring to the team. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

What

you'll be doing

• Investigate and resolve escalated production issues impacting providers and patients
• Troubleshoot software systems backed by databases, using queries to validate data, system behavior, and issue root causes
• Analyze how systems are configured and behaving — not just restarting services, but understanding why something is failing
• Identify and replicate bugs, and escalate internally
• Support PACS, DICOM, and healthcare application workflows in a live production environment
• Work cross-functionally with Engineering, Support, Account Management, and Technical Services to resolve complex issues
• Document repeatable troubleshooting processes, system behaviors, and workarounds to improve team knowledge
• Identify patterns in issues and contribute to process or tooling improvements
• Maintain SLAs for high-impact cases affecting patient and provider experience

These will help you be successful

• Experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.)
• Comfortable writing queries to investigate data issues and validate system behavior
• Experience troubleshooting complex applications (not just device or hardware support)
• Experience supporting business-critical platforms such as PACS, ERP, EMR, financial systems, education systems, or industrial systems
• Ability to diagnose issues at the system level, including configuration, integrations, and workflow behavior
• Strong communication skills — able to work directly with technical and…