viz.ai - Advanced Application Platform Support Specialist
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
Responsibilities
• Shift preferred: Monday - Friday 8:00 am PST - 5:00 pm PST • 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 http://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 http://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 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
Benefits
• $66,816 – $96,075 • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Yes, I have a disability, or have had one in the past • No, I do not have a disability and have not had one in the past • I prefer not to say/answer • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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