Arterys is a market leader in the space where artificial intelligence meets medical imaging and healthcare. Our platform is transforming medical imaging by moving away from local hospital medical imaging software to cloud AI and web-based medical imaging analytics. Arterys is a venture-backed startup with offices in San Francisco, Calgary and Paris.

We are looking for a skilled Technical Support Field Engineer who will be responsible for providing both remote and onsite customer support. Our ideal candidate is adept at understanding competing priorities, listening to external and internal challenges while providing sound technical advice, support and timely solutions. You must have the ability to handle multiple projects concurrently and respond positively to sudden changes in priorities.

Proactivity will be essential as you will be tasked to work autonomously with system debugging and enhancement, ensure process documentation is seamless, create and execute automation where needed, provided distributed system troubleshooting, along with resolving customers issues for on-premise deployed systems.

No day will be the same as you will be challenged daily, working in an energetic, fast moving, collaborative, demanding & results-oriented work environment.

Responsibilities

  • Provide Level I and II technical support (using chat, email, phone, remote and onsite support services) to Arterys customers
  • Escalate and follow up on tickets requiring resolution by other members or groups, and serve as owner of these tickets through resolution
  • Resolve tickets as quickly as possible while ensuring delivery of required services at the highest level of customer service
  • Deploy onsite and remotely Arterys PHI Service for customers, working closely with customers’ IT services
  • Configure, manage and troubleshoot all Arterys managed PHI servers
  • Diagnosing network and system issues consistent with complex distributed systems
  • Participate in project planning and execution, identifying and gathering requirements, assessing risks and technical implementation issues.
  • Reporting project and task progress effectively, including estimating time delivery on both simple and complex issue resolution
  • Working remotely from a shell and managing remote deployment from a command line
  • Working with diverse groups of people, including customers and healthcare professionals, Software Developers and other internal and external staff
  • Documenting work and findings, effectively disseminating information clearly and consistently according to protocols and work instructions
  • Required to move about in a customer site for periods of time (1-2 days)

Arterys Values

  • HONESTY
  • EXCELLENCE
  • ACCOUNTABILITY
  • RESPECT
  • TRUST

Technical Experience, Skills, Knowledge, and Abilities

  • Linux (CentOs,RedHat , Ubuntu)
  • Strong experience in Linux administration: hardening, system update (yum,apt-get...)
  • Strong experience with Networking & Protocols (TCP/IP, UDP, HTTP, TLS, SSH)
  • Preferred experience with Docker
  • Bash
  • Javascript (JS)
  • Experience in JIRA Helpdesk or other support management system (Zendesk,...)
  • Experience in Virtualized environment experience : VMware or others...

Arterys is an Equal Opportunity Employer committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

If you are qualified and interested in the above position, please email your resume with cover letter to careers@arterys.com with Technical Support Field Engineer in the subject line.