Job Description

Job Requirements
Job Title: Level 4 Support Engineer in lead role for Medical Domain
At Quest Global, it's not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place--to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.
Role Summary
We are seeking a Level 4 Support Engineer who will play a key role in managing and resolving complex technical issues across STO-driven products. This role requires strong analytical skills, technical troubleshooting capabilities, and the ability to work collaboratively across engineering, product, and operations teams. The ideal candidate will demonstrate a deep understanding of product architecture and workflows, possess the ability to communicate technical issues and resolutions clearly with customers, and handle escalations with confidence. You will be expected to lead root cause analysis efforts and contribute to continuous improvement initiatives across the support ecosystem.
Roles and Responsibilities
In this role, you will:

• Drive world-class support for global customers.
• Lead the resolution of install base issues related to the product by determining root cause of failures/complaints, determining resolution and updating code base/procedures to prevent similar failures from occurring in the future.
• Serve as a subject matter expert (SME) for overall product technical implementation and use cases
• Investigate and resolve complex incidents, ensuring minimal impact to business operations.
• Collaborate with engineering teams to identify root causes and implement long-term fixes.
• Monitor system health and performance using observability tools; proactively detect anomalies.
• Maintain and improve runbooks, SOPs, and knowledge base documentation.
• Identify opportunities for automation and process optimization in support workflows.
• Possess advanced domain knowledge and shows great customer focus.
• Demonstrates clarity of thinking to work through limited information and vague problem definitions.

Qualifications/Requirements

• Bachelor's degree in computer science or in "STEM" Majors (Science, Technology, Engineering and Math)
• 7-10 years of experience in technical support, system operations, or incident management.
• A minimum of 3 years' experience with DICOM
• A minimum of 3 years' experience with HL7 and Radiology workflows
• Experience with scripting (e.g., Python, SQL, Bash) and automation tools.
• Familiarity with cloud platforms (AWS) and monitoring tools (e.g., Prometheus, Grafana).
• Previous experience troubleshooting and interaction with multiple sub systems.
• Ability to prioritize multiple tasks and responsibilities while maintaining a high level of quality service.
• Strong troubleshooting skills across application, infrastructure, and network layers.
• Understanding of ITIL practices and incident/change/problem management workflows.

Excellent communication and stakeholder management skills.
Work Experience
Must Skills: DICOM, HL7, Application/L4 Engineering Support, Monitoring tools (e.g., Prometheus, Grafana), Experience with scripting (e.g., Python, SQL, Bash)
Nice to have Skills: AWS, Troubleshooting skills across application, infrastructure, and network layers

Skills Required