System Support Analyst III

The System Support Analyst III is a senior individual contributor and informal team leader within Intelerad's Client Support organization, responsible for resolving the most complex, high-impact technical issues across Intelerad's medical imaging platform.

This role goes beyond reactive support — the System Support Analyst III drives systemic problem resolution, serves as a primary mentor and technical coach for junior analysts, influences product quality through deep cross-functional engagement, and shapes support processes that directly improve the customer experience and patient care outcomes. While this role does not carry formal supervisory responsibilities, it is a recognized leadership presence on the team: the go-to expert others rely on for technical guidance, case escalation support, and professional development. This is a role for a seasoned technical professional who leads through expertise, raises the bar for those around them, and takes genuine ownership of team-wide success.

Key Responsibilities

• Lead Resolution of the Most Complex Technical Issues: 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.

• Own Critical Customer Relationships Through Resolution: 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.

• Drive Cross-Functional Problem Resolution and Product Quality: 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.

• Mentor and Develop Junior Analysts: 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.

• Contribute to Support Strategy and Continuous Improvement: 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.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.

• 8+ years of progressive technical support experience, with demonstrated advancement in scope, complexity, and accountability.

• 5+ years of experience in a Tier 2 or Tier 3 support environment, with a strong track record of resolving complex, multi-system technical issues at the enterprise level.

• Expert-level proficiency with relational database management systems — including MSSQL, Oracle, or MySQL — with the ability to develop, optimize, and troubleshoot complex SQL queries to diagnose application and data-layer issues.

• Deep knowledge of network and web protocols (TCP/IP, LDAP, HTTP/HTTPS), firewalls, proxies, load balancers, and enterprise web server architectures.

• Demonstrated experience supporting Linux operating systems and application server environments, including Apache Tomcat or equivalent.

• Exceptional verbal and written communication skills, with a proven ability to convey complex technical findings clearly and credibly to both technical and non-technical audiences, including customer leadership and internal executives.

• Ability to obtain US security clearance (US citizenship required).

Preferred Qualifications & Special Requirements

• Direct experience implementing, supporting, or troubleshooting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions in enterprise healthcare environments.

• Experience supporting Windows operating systems across both desktop and server environments.

• Familiarity with DICOM standards, HL7 messaging, and medical imaging interoperability concepts.

• Experience mentoring or coaching junior technical support staff in a formal or informal capacity.

• Prior involvement in support process improvement initiatives, including knowledge base development, SLA performance programs, or escalation framework design.

• As part of a 24x7x365 support organization, participation in on-call and holiday rotation is required. Specific rotation schedules are determined by team needs and will be discussed during the hiring process.

• Ability to obtain US security clearance is required (US citizenship required).

Travel Requirements

• Minimal travel may be required for training, customer escalations, or special projects.

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time. 

This role may support U.S. federal government clients and systems, including the Department of Veterans Affairs (VA). As such, the following are conditions of employment where applicable:

• Must be a U.S. citizen and able to provide proof of citizenship
• Must be eligible to obtain and maintain required government security clearance(s) and system access (e.g., VA systems such as FACTS)
• Must be willing to complete all required onboarding steps, which may include background investigations, fingerprinting, and identity verification
• Must comply with all client and government security requirements as a condition of continued employment

Failure to obtain or maintain required clearance(s) or complete required steps within designated timeframes may impact eligibility for the role and may result in disciplinary action, up to and including termination of employment.

All your information will be kept confidential according to EEO guidelines.

Applicants may be required to complete an online personality assessment as part of your application.

The base pay for this position ranges from $71,250/year USD - $95,000/year USD within any geographic market in the US. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered. Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Europe UK/Ireland in the 2026 Best in KLAS: Global Software (Non-US) report.