Technical Support Engineer, RIS- US

Job Summary The Technical Services Engineer, RIS 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 RIS technical support resource for customer healthcare IT projects. Provide second-level support for RIS 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 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 RIS 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 environments and DeepHealth platforms. Design, implement, document, and support technical solutions that meet customer