Customer Support Engineer - Solutions for Enterprise Imaging

Job Description Summary Customer-facing Healthcare IT Engineer responsible for installing, commissioning, supporting, troubleshooting, and maintaining enterprise imaging solutions including RIS, PACS, VNA, Cardiology, integrations, and associated IT infrastructure.

The role requires hands-on Healthcare IT expertise, strong knowledge of DICOM/HL7, databases, virtualization and infrastructure technologies, and the ability to independently support customers onsite or remotely, including Resident Engineer assignments, projects, upgrades, migrations, and critical incident management.

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines.

There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

Job Description Roles and Responsibilities Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems.

Lead and master all aspects of installation, configuration, and commissioning of healthcare IT systems (e.g. RIS, PACS “Radiology & Cardiology”, Archiving, VNA, Integrations, 3rd party applications and hardware, etc.). Provide onsite and remote technical support to customers, ensuring quality and high system availability.

Troubleshoot issues, perform root cause analysis , and coordinate with internal/global support teams. Act as the primary technical point of contact for customer incidents and service requests. Conduct regular system health checks to proactively identify and resolve risks.

Fulfill contractual obligations when required for being onsite as a Resident Engineer in alignment with customer’s expectations and their own working schedule. Support project activities including pre/post sales tasks (e.g. survey, go-live, upgrades, and migrations ). Drive customer communication during critical events and lead retrospective meetings.

Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance. Deal with the day-to-day operations and support customers in their daily use of Healthcare IT applications. Review feedback from customers, compile and analyze support data and recommend technical changes as appropriate.

Maintain proper documentation, reporting, and knowledge sharing in line with company’s standards Follow & drive continuous improvement initiatives to enhance support processes and customer experience Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.

Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area. May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures.

Consults more senior team members for issues outside of defined instructions/parameters. A job at this level requires good interpersonal skills. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GEHC. Explains technical information to others.

Required Qualifications Saudi Nationals Preferred/Required This role requires basic experience in the Services & Digital Customer Support Engineering, Knowledge level is comparable to a bachelor’s degree in IT, Computer Engineering, or a relevant field. 3–5 years of experience in Healthcare IT & Solutions , preferably within imaging environments.

Hands-on experience with RIS, PACS, VNA, Cardiology and system integrations. Strong understanding of healthcare standards such as DICOM, HL7, and IHE. Strong understanding of healthcare systems/departments workflows . Experience working in healthcare digital environments or large healthcare organizations.

Strong knowledge and exposure to Windows/Linux, databases (SQL, Oracle, Sybase, Queries), and virtualization technologies (VMWare, Hyper-V, VME). Ability to operate independently in customer-facing and resident engineer roles. Strong knowledge and exposure to IT infrastructure (servers, storage, backup solutions, networking, virtualization, cloud, security).

Strong troubleshooting, analytical, and problem-solving skills. Has a solid foundation of key IT practices and teachings. Excellent communication and customer-facing skills. Fluent in English (written and spoken). Willingness to travel 50%+ , based on business needs. Strong oral and written communication skills. Ability to document, plan, support, and execute programs.

Additional Information Relocation Assistance Provided: No