Customer Success Engineer

Customer Success Engineer

About the Role

Are you passionate about healthcare technology and ensuring clinical and operational teams have reliable IT systems to support their day-to-day activities?

We are looking for a Customer Success Engineer to provide technical support to users, troubleshoot system issues, and help deliver a seamless healthcare IT experience. Acting as a key point of contact for customers, you will work closely with IT, Product, and Engineering teams to resolve incidents, maintain service quality, and continuously improve support processes.

This role is ideal for someone with a strong technical support background, excellent customer service skills, and an interest in healthcare IT and clinical systems.

Key Responsibilities

• Provide first- and second-line technical support for healthcare IT systems, diagnosing and resolving hardware, software, and system-related issues.
• Respond to user queries via phone, email, and ticketing platforms, ensuring timely and professional support.
• Monitor and manage incoming support tickets, prioritising incidents and directing them to the appropriate product or technical teams.
• Collaborate with IT, Product, and Engineering teams to investigate and resolve complex technical issues.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and support workflows.
• Assist with system updates, software installations, hardware configuration, and onboarding new users.
• Contribute to the ongoing improvement of support procedures, technical documentation, and knowledge-base resources.
• Ensure all support activities comply with relevant regulatory requirements and internal IT policies.
• Build and maintain strong relationships with key customers, providing regular updates, technical guidance, and effective issue resolution.
• Participate in a rotating support schedule and on-call arrangements to ensure consistent service coverage.

Skills, Experience and Qualifications

• A bachelor's degree in IT, Healthcare Informatics, or a related discipline, or equivalent practical experience.
• Proven experience in IT support, ideally within a healthcare, clinical, or medical technology environment.
• Strong customer service and customer relationship management skills, ideally gained in a technical support or call centre environment.
• Good knowledge of IT infrastructure, networking, computer systems, and troubleshooting methodologies.
• Hands-on experience with PC and server hardware, including working with command-line interfaces in Windows and Linux environments.
• Experience diagnosing and resolving complex application and software issues.
• Proficiency in Windows operating systems, including Windows 7 or later and Windows Server, alongside Linux system administration.
• Familiarity with healthcare IT platforms, including Electronic Medical Records (EMR) and clinical applications.
• Experience using ticketing systems and working within ITIL-based service management processes.
• Knowledge of data archiving and storage media.
• Strong analytical, diagnostic, and problem-solving abilities.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to manage competing priorities, work effectively under pressure, and collaborate with cross-functional teams.
• Flexibility to work varied hours and participate in on-call rotations when required.

Desirable Skills and Qualifications

• Experience with PACS, radiology systems, DICOM, or HL7 standards.
• Knowledge of radiology workflows and clinical imaging environments.
• A bachelor's degree in a relevant discipline.
• CompTIA Linux+, RHCA, or RHCT certifications.
• Cisco CCNA or CCNP certifications.
• Additional language skills, particularly for roles supporting customers across European or international markets.