Technical Support Specialist

Company Overview

ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.

Within the ConcertAI ecosystem, TeraRecon is a leading innovator in advanced visualization, artificial intelligence (AI), and image analysis solutions for healthcare. With a focus on improving clinical workflows and enhancing diagnostic precision, TeraRecon offers scalable platforms like Intuition and Eureka AI to integrate imaging, data, and AI-driven insights seamlessly. Additionally, CancerLinQ, an oncology-focused platform developed by ASCO and now part of ConcertAI, supports cancer centers and practices in improving care quality and discovery.

Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You'll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you're passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place for you to thrive and make a lasting impact.

Role Summary

This role is an important member of Customer Support team. We are seeking a Technical Support Specialist with an understanding of Healthcare IT systems and basic computer hardware software knowledge.

Responsibilities

• Troubleshoot hardware/software technical issues on physical / VM's with Windows OS
• Analyze and resolve complex issues associated with TeraRecon products running on Windows Workstations and Windows Server Operating Systems.
• Test and Investigate problems related to real-time volume rendering hardware engines
• Assist with deploying Terarecon solutions on Cloud - Knowledge on AWS
• Manage and Monitor Terarecon software deployed on Cloud
• Maintain a complete description of the issues and remedial actions taken for resolution as per the customer issue management system
• Escalate unresolved/high priority customer product issues in timely manner to higher tier of support for analysis and further action.
• Generate a report and follow-up with engineering team on issues identified as bugs or feature requests on the software
• Design, configure and optimize data workflows for the company products deployed at customer sites
• Maintain a complete description of the issues and remedial actions taken for resolution as per the customer issue management system
• Implement best practices and process improvements while diagnosing issues and determine appropriate follow-up action
• Work off standard business hours as required to accommodate specific business needs
• Participate in the on-call rotation schedule
• Occasional travel may be required to support specific projects or company initiatives

Requirements

• Bachelor's Degree required, MCSE or Biomedical Engineering (MS) preferred
• AWS / Azure certifications preferred
• Proficiency in DICOM (digital imaging and communications in medicine), which involves knowledge about DICOM standard is preferred
• Networking: Use of networking commands/tools in troubleshooting issues related to data transfer across a network
• Medical Skills: Knowledge about human anatomy and medical imaging; knowledge of advanced post processing tools for CT and MR
• Strong analytical and problem-solving skills
• Exemplary customer service skills
• Databases: Experience with database administration, including MSSQL, Postgres
• Knowledge about software deployments on Cloud

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI atwww.concertai.com, or follow us onLinkedIn.Serving 1,300 clinical sites globally, TeraRecon - a ConcertAI company - is a Best in KLAS solution provider for AI-empowered radiology, oncology, cardiology, neurology, and vascular surgery. In the future, the combination with ConcertAI could bring a single, advanced AI-augmented diagnosis and interpretation capability from clinical trials to patient care. Learn more about TeraRecon atwww.terarecon.com , or follow us on LinkedIn.

EEO

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.