Technical Support Engineer-Spanish Speaking

Hi, We Are Novarad 

Novarad's solutions help healthcare executives, clinicians, and IT professionals deliver clinical, operational, and fiscal excellence. With a self-sustaining business model, more than three decades of technology leadership, and an intense focus on our customers' needs, Novarad brings people and technology together in ways no one else can. We are driven by innovation that truly transforms healthcare — for the provider and their patient. 

We are seeking a highly motivated and experienced Technical Support Engineer who is fluent in both English and Spanish to join our team. In this role, you will be the first point of contact for Novarad customers experiencing technical issues, delivering world-class support while serving as a trusted advocate for the customers you serve. If you are self-motivated, thrive on solving complex problems, and take pride in excellent customer care, this role is for you. 

This is an onsite position based at our corporate office. 

Your Benefits 

• Competitive salary with generous PTO (Vacation, Sick and Holiday)
• Health, dental, vision, life, and disability insurances
• HSA with dollar-for-dollar match
• 401k with dollar-for-dollar match
• Wellness program
• Sundance corporate passes and more!

What You'll Do 

Customer Support & Communication 

• Serve as the first point of contact for customer concerns related to technical issues and product questions, communicating fluently in both English and Spanish. 
• Provide timely responses, updates, and resolutions to technical inquiries within established Service Level Agreement (SLA) guidelines. 
• Maintain a clear understanding of each customer's priorities and how technical issues are impacting their business and end users. 
• Proactively deliver issue status updates to customers and internal stakeholders throughout the resolution lifecycle. 
• Answer questions regarding product functionality, usage, and best practices. 
• Deliver technical training, demonstrations to help customers reduce recurring issues. 

Technical Troubleshooting & Resolution 

• Quickly and accurately troubleshoot and resolve software, hardware, and network issues ranging from basic to highly complex. 
• Qualify and triage cases before escalating to the Escalation Team, ensuring all relevant diagnostic information is collected. 
• Advise customers on system configurations that adhere to best-practice standards while meeting their specific workflow needs. 
• Collaborate with customers, cross-functional teams, and healthcare professionals to develop and deliver technical solutions. 
• Proactively maintain and upgrade client hardware and software to minimize disruption and ensure optimal performance. 
• Solve implementation problems and assist with onboarding of new systems. 

Customer Advocacy & Internal Collaboration 

• Act as a customer advocate — representing their needs with the Escalation Team, Customer Success, and internal product teams. 
• Communicate software change requests and suspected deficiencies to the Novarad Development Team. 
• Collect and analyze customer feedback, making recommendations for product improvements. 
• Track and document all customer interactions using Customer Relationship Management (CRM) software. 

Knowledge & Professional Development 

• Contribute high-quality articles and solutions to the Technical Support knowledge database. 
• Participate in forums and engage in product knowledgebase article creation to support the broader customer community. 
• Expand your product knowledge through individual study, group training sessions, and collaboration with product, escalation, and peer support teams. 
• Attend weekly Technical Support team meetings and company-sponsored training to keep skills current. 

Who We're Looking For 

Required Qualifications 

• Fluent in English and Spanish (spoken and written) 
• Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field 
• 3–5 years of experience in technical support, help desk, or systems administration 
• Strong knowledge of Windows Server, including installation, administration, upgrades, and issue resolution 
• Solid understanding of networking concepts: LAN, WAN, DNS, Active Directory, and Microsoft Windows Networking 
• Working knowledge of relational databases and server infrastructure 
• Strong organizational skills with meticulous attention to detail 
• Advanced written and verbal communication skills with a customer-first mindset 
• Familiarity with HIPAA, security controls, and related healthcare IT compliance requirements 
• Experience using CRM tools to track and manage customer cases 

Bonus Qualifications 

• Experience with PACS, RIS, DICOM, and HL7 
• Working knowledge PostgreSQL, or Mirth Connect 
• Hands-on experience with RMMs, Wireshark, DebugView, LDAP, SAML, or SQL/HTML 
• Prior experience in healthcare IT or a clinical environment 
• Leadership or mentoring experience within a support team 

What to Expect 

• 40 hours per week 
• Onsite position at our corporate office 
• Ability to travel up to 25% as needed 
• Occasional weekends, early morning, or evening hours may be required to meet customer SLA commitments 

Novarad is an equal opportunity employer. Our recruits come from all walks of life; our customers come from all walks of life; and so do we. Novarad celebrates an inclusive and diverse workforce. This makes our team stronger by sharing our differences and experiences in open and creative conversation. Come share your differences with us? 

Ready to make an impact in healthcare? We'd love to hear from you.