Customer Care Engineer

PaxeraHealth is seeking a Customer Care Engineer to join our growing team, providing outstanding technical support to clients using our cutting-edge AI-healthcare driven solutions, including PACS, VNA, RIS and AI platforms. In this role, you will be responsible for the installation, troubleshooting, and ongoing maintenance of our solutions, ensuring seamless performance and client satisfaction across diverse healthcare environments.
This role is critical in supporting the smooth operation of our solutions for clients of all types—whether imaging centers, clinics, teleradiology providers, or large healthcare organizations.
Key Responsibilities:

• Technical Support: Deliver prompt and effective technical assistance to clients, diagnosing and resolving issues related to PaxeraHealth solutions, including PACS, RIS, VNA, and AI systems.
• System Installation and Setup: Assist with the installation, configuration, and integration of PaxeraHealth software and hardware into client environments, tailored to their specific workflows and infrastructure.
• Client Interaction: Respond to technical queries from client personnel, guiding them through solutions and ensuring timely and satisfactory resolution of issues.
• Issue Diagnosis & Resolution: Investigate and resolve software, hardware, and network issues to maintain system uptime and optimal performance.
• Preventive Maintenance: Perform routine system checks and maintenance to ensure all PaxeraHealth solutions function reliably and remain compliant with industry standards.
• User Training: Provide remote or on-site training and knowledge transfer to client users, ensuring effective use of PaxeraHealth solutions and self-sufficiency in basic troubleshooting.
• Escalation: Identify and escalate complex or unresolved issues to the senior technical teams, while maintaining transparent and proactive communication with clients.
• Documentation: Log support cases, resolution steps, and knowledge base content to build a comprehensive internal reference for future support needs.
• Collaboration: Coordinate with client IT teams, radiology departments, and other stakeholders to ensure successful deployment and support of PaxeraHealth solutions.
• System Updates and Patches: Assist in deploying updates, patches, and upgrades to keep systems current, secure, and aligned with healthcare compliance standards.
• Client Follow-Up: Ensure client satisfaction by conducting follow-ups and verifying resolution of open issues and service requests.
• Feedback Loop: Gather user feedback and share insights with the product and development teams to support continuous improvement of PaxeraHealth solutions.

Requirements:

• English Fluency: Must be fluent in English (spoken and written)
• Education: Bachelor’s degree in Computer Science, BioMedical Engineering or related field (or equivalent experience)
• Experience: 2 –4 years of experience in technical support for medical software or healthcare IT systems
• Strong technical troubleshooting and project coordination skills
• Ability to communicate clearly with both technical and non-technical users
• Familiarity with PACS and/or VNA implementations and medical imaging workflows
• Understanding of healthcare data standards such as DICOM, HL7, and IHE profiles
• Background working with healthcare providers, imaging centers, or as a vendor in enterprise imaging
• Networking knowledge: TCP/IP, Ethernet, WAN, LDAP, Active Directory; relevant certifications (CCNA, MCSE, Security+) are a plus
• Excellent communication skills: written, verbal, and listening