Responsibilities
- Serve as the final escalation point for high-priority and high-complexity cases involving Intelerad’s medical imaging applications, infrastructure integrations, and enterprise healthcare environments. Apply expert-level diagnostic reasoning to drive timely, sustainable resolutions that minimize customer impact and protect clinical workflows.
- Manage escalated and high-visibility customer cases end-to-end — from initial escalation through root cause confirmation and preventive follow-up — ensuring consistent, proactive communication and a customer experience that exceeds expectations at every stage of the case lifecycle.
- Act as a trusted technical liaison between Support, Engineering, Product, and Technical Operations teams. Identify and clearly articulate product defects, infrastructure gaps, and systemic failure patterns; champion fixes and improvements that reduce repeat issues and strengthen platform reliability for all customers.
- Act as a primary technical coach and informal team lead for Tier 1 and Tier 2 analysts — conducting case reviews, providing real-time guidance during active escalations, and sharing knowledge that accelerates the team's ability to resolve issues independently. Foster a culture of continuous learning and technical excellence within the Client Support team.
- Identify trends in case volume, escalation patterns, and customer feedback to surface actionable insights. Actively contribute to support process improvements, tooling enhancements, and SLA performance initiatives that increase operational efficiency and customer satisfaction across the team.
