Advanced Application Platform Support Specialist

Viz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. The Viz Platform is deployed in 2,000 hospitals across the United States and trusted by many of the leading life sciences companies. The platform uniquely combines real-time, multimodal clinical data with deep clinician engagement to detect disease earlier, coordinate care teams, and help ensure patients receive the right treatment faster. Viz.ai was the first company to be awarded CMS reimbursement for AI and is ranked the #1 Healthcare AI Platform by hospitals and health systems in the Black Book Research survey. For more information, visit Viz.ai.

The Role:

As an Advanced Application Platform Support Specialist, you'll be the first responder for external customers, tackling technical issues via phone, email, and text. Your responsibilities include logging and managing support cases, swiftly responding to monitored alerts, and collaborating with internal teams to coordinate resolutions. Beyond issue resolution, you'll contribute to continuous improvement by identifying recurring problems and seeking customer feedback. With proven experience, strong problem-solving skills, and excellent communication, you'll play a vital role in maintaining a positive customer experience.

Shift preferred: Monday - Friday 8:00 am PST - 5:00 pm PST

You will:

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks.

• Document, triage, resolve, and escalate support cases promptly according to SLAs.

• Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues.

• Monitor/support 24×7×365 hosted Linux VMs; interpret Grafana alerts and resolve or escalate with hospital IT teams.

• Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback.

• Manage Linux-based VMs and AWS cloud integrations, ensuring high system availability.

• Utilize internal tools (Jenkins/Grafana/AWS configs, Coralogix) to resolve DICOM, PACS, TCP/IP routing, algorithm performance, and Viz software issues.

• Create/maintain documentation in ticket management system (SFDC), Knowledge Base articles, and troubleshooting guides.

You will love this job if:

• You are driven to help Viz reliably connect patients to life-saving care

• You excel at prompt, clear, and friendly communication

• You are never satisfied when a problem just goes away, you always get to the bottom of it

• You enjoy being a calm, clear, and caring voice when someone needs your help

• You thrive in a highly accountable environment, and are not afraid to have fun at work

Requirements:

• 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers

• Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement

• Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications

• Linux system administration experience is preferred

• Healthcare interface/integration and medical imaging (DICOM) experience is a plus

• Experience supporting FDA-regulated software as a medical device (SaMD) is a plus

• You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

What success looks like:

• You ramp-up quickly and become a Viz technical expert within 60 days

• You routinely turn customers with issues into our biggest fans

• You are known for always being responsive and following through

• Your documentation and troubleshooting are top-notch

• You become an ally your teammates and customers know they can count on

Hourly Range: $31.00 - $41.00. Compensation includes hourly rate and stock options

• If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day.

• If you want to be a part of an amazing team , our people are the heart of everything we do.

• If you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably.

We are a remote-first company across the U.S. and EU, with a team in Tel Aviv operating in a flexible hybrid model, conveniently located near a train line.
Viz.ai is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.
In the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees. Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis prohibited by federal, state, or local law.
Employees in Israel are offered a comprehensive benefits package, including, among others: dental insurance, performance-based bonuses, a Cibus meal allowance, meals at the office, and more.
If you’re applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

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