IT Customer Support Lead (PACS / RIS / VNA) - (HealthCare Provider)

About the Role We are seeking a Healthcare Digital Field Service Engineer / IT Customer Support Lead to join our team in Saudi Arabia, supporting advanced Enterprise Imaging solutions across Radiology and Cardiology domains. In addition to being a Resident Engineer at selected customers’ sites for the duration of contractual period. In this role, you will be responsible for managing critical healthcare IT applications—including RIS, PACS, VNA, and system integrations—throughout their full lifecycle, ensuring system stability, operational excellence, and outstanding customer satisfaction. Key Responsibilities: Lead and master all aspects of installation, configuration, and commissioning of healthcare IT systems (e.g. RIS, PACS, Archiving, VNA, Integrations, 3rd party applications and hardware, etc.) Provide onsite and remote technical support to customers, ensuring quality and high system availability Troubleshoot issues, perform root cause analysis, and coordinate with internal/global support teams Act as the primary technical point of contact for customer incidents and service requests Conduct regular system health checks to proactively identify and resolve risks Fulfill contractual obligations when required for being onsite as a Resident Engineer in alignment with customer’s expectations and their own working schedule. Support project activities including survey, go-live, upgrades, and migrations Drive customer communication during critical events and lead retrospective meetings. Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance. Deal with the day-to-day operations and support customers in their daily use of Healthcare IT applications. Review feedback from customers, compile and analyze support data and recommend technical changes as appropriate. Maintain proper documentation, reporting, and knowledge sharing in line with company’s standards Drive continuous improvement initiatives to enhance support processes and customer experience Required Qualifications Bachelor’s degree in IT, Engineering, or a relevant fields 3–5 years of experience in Healthcare IT & Solutions, preferably within imaging environments Hands-on experience with RIS, PACS, VNA, Cardiology and system integrations Strong understanding of healthcare standards such as DICOM, HL7, and IHE Experience working in hospital environments or large healthcare organizations Strong knowledge and exposure to Windows/Linux, databases (SQL, Oracle, Sybase, Queries), and virtualization technologies Ability to operate independently in customer-facing and resident engineer roles Strong knowledge and exposure to IT infrastructure (servers, storage, backup solutions, networking, virtualization, cloud, security ) Strong troubleshooting, analytical, and problem-solving skills Has a solid foundation of key IT practices and teachings. Excellent communication and customer-facing skills Fluent in English (written and spoken) Willingness to travel 50%+, based on business needs Show more Show less