Synthesis Health is building a reliable, customer-focused technical support team in a hybrid setup based near Huntington, WV. You will help resolve escalated backend and technical issues across multiple platform areas, using clear documentation and methodical troubleshooting so problems get to the right teams quickly. This role includes medical, dental, and vision coverage, a use as needed vacation policy, and participation in the employee option program.
What you’ll be doing
You’ll own investigation and resolution of escalated backend and technical issues spanning the Core platform and Vision viewer, plus related areas such as reporting, observability/Grafana, Gateway, DevOps, eUnity, incident response, and release support. Your work will focus on identifying root cause, then closing tickets with complete, accurate records or escalating with strong handoff details.
- Diagnose and resolve escalated issues by checking platform defects, database and cloud resource health, data integrity, interfacing connectivity, and observability alerts.
- Review audit-trail entries, gateway logs, cloud transaction logs, Grafana or observability data, and reporting signals to confirm root cause prior to escalation.
- Trace symptoms to the corresponding backend SQL representation and connect findings to the relevant GCP, Gateway, reporting, or monitoring components.
- Separate technical or configuration root causes from clinical-workflow root causes, and coordinate the next action with Clinical Support when both are involved, including clarifying L1 vs Clinical ownership.
- Close escalated tickets directly for technical scope including Vision, reporting, monitoring, Gateway, DevOps, eUnity, incident response, and release support.
- Escalate confirmed defects, incident-response issues, release-support issues, and enhancement requests with reproduction and handoff documentation to the appropriate teams (including Engineering, Product, DevOps, Gateway, or Critical Incident calls).
- Accurately complete Ticket Cause and Ticket Category on every ticket, including correct classification for reporting, monitoring, Gateway, DevOps, eUnity, incident-response, release support, and ownership between L1 Support and Clinical Support.
- Contribute to technical runbooks, known-fix documentation, escalation standards, and coursework feedback covering SQL, GCP, HL7, DICOM, healthcare interoperability, Vision, reporting, monitoring, Gateway, DevOps, eUnity, and release-support workflows.
- Mentor Analysts on first-line triage across the technical and clinical boundary, including when L1 Support should stay involved or transition ownership.
- Participate in on-call overnight and weekend rotations as required for incident-response escalation, release-support coverage, and observability/Grafana monitoring follow-up, including 24x7 reporting-support needs. Rotations will not push total hours past a standard 40-hour work week; outside of rotation, working hours follow the regular schedule.
- Other duties as assigned.
Skills and qualifications
- Associate degree in IT, computer science, or a related field (or equivalent combination of education and work experience).
- Working knowledge of HL7 and DICOM concepts, with the ability to read an audit trail and distinguish workflow, configuration, and defect root causes.
- Working proficiency in SQL (read/write moderately complex queries and trace a field to its table) and Google Cloud Platform (navigate console, logs, storage, and basic query tooling). Verified through a technical assessment, plus proficiency with ticketing and support tools.
- Ability to perform methodical root-cause diagnosis under time pressure, produce clear written handoffs to Engineering, and collaborate effectively with Clinical Support.
Tools you’ll use
- SQL, Google Cloud Platform, Grafana
- HL7, DICOM
- Zendesk, Jira, Confluence
Location and compensation
This is a remote opportunity requiring hybrid office attendance that may begin in 2027. The ideal candidate is based in or near Huntington, West Virginia.
- American applicants: $25 - $35 per hour.
- Synthesis Health practices location-based compensation, with packages aligning to market for the country of origin, and compensation paid in the hiring country’s currency.
Preferred qualifications
- Bachelor’s degree in computer science, information systems, or a related field.
- Experience supporting a clinical or imaging software product, specifically.
- Familiarity with radiology clinical workflow.
- Familiarity with scripting or automation for repetitive diagnostic tasks, and experience using Zendesk, Jira, and Confluence.
Values and behaviors
- Clinical service first
- Collaborate with customers
- Listen, respect, learn
- Innovate to excel
- Be nice
- Be creative
- Be honest
- Be helpful
