Technical Support Specialist (2025-035)

The ability to speak Mandarin is strongly preferred.About Circle Cardiovascular ImagingCircle’s vision is to enable healthier Lives through better imaging by transforming cardiac magnetic resonance imaging (MR) and other advanced imaging technologies to improve Cardiovascular Care. Circle Cardiovascular’ s CVI42 is the Cardiac MR market leader imaging processing software.Circle Cardiovascular Imaging (Circle) designs, builds, and implements the best-in-class cardiovascular Magnetic Resonance Imaging solutions. At the heart of everything we do is our unrelenting drive to continually offer better solutions for healthcare providers that improve healthcare outcomes. This fuels our creativity, informs our decisions and it is the reason we are passionate about our work and most importantly why we are successful. We are careful stewards of resources focused on optimizing both customer and investor value. We strive to make Circle a place where employees are highly valued, engaged, and have opportunities for professional development. Our roots are medical and digital, our passion is contagious, and our people are amongst the best.Position OverviewReporting directly to the Senior Manager, Global Solutions and Support, the Technical Support Specialist will provide remote and onsite technical software support for Circle’s growing portfolio of imaging products to our large customer base throughout the Asia Pacific region.The regular working hours for this position are scheduled between 8:00am to 5:00pm local time, however due to the nature of the position and on occasion, this position may cover other time zones.The candidate will seek to excel at solving customer problems, to analyze, categorize and prioritize customer issues; to provide consultative services on customers’ system infrastructure and to facilitate optimal cardiology and radiology workflows.This position is actively engaged in clinical production troubleshooting and the ability to shift priorities easily and effectively is critical to success in the role.General ResponsibilitiesThe following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required.Maintaining an excellent knowledge of Circle’s product suite and the field of cardiovascular imaging.Remote technical support to solve customer questions, including analyzing, categorizing and prioritizing customer issues, understanding customer infrastructure, and providing recommendations for dealing with performance, system capacity and business continuitySeek to ensure escalated pre-and-post sales situations are handled promptly and consistently.To assist in the development and maintenance of various support tools andDocumentation of all customer feedback / issues and communicating those issues through our ticketing systemAssist in remote installation and configuration support for Circle products for customer sites.Assist in the development, enhancement, documenting, communicating and promotion of the adherence to any departmentAssess company needs and support initiatives that improve the company’s ability to deliver exemplary customer supportPromote a team environment that strives to provide exemplary service to the End Users and Distributor/OEM partners within the confines of departmentBe a role model for the companyThe candidate will be expected to participate in an on-call rotation for customer supportLimited travel may be required to provide on-site customer visits, conferences, trade shows, conducting and receipt of training; travel is expected to be no more than 10% of workRequired Skills/ExperienceOutstanding leadership, collaboration and interpersonal skills; professional presence and behavior with the ability to handle diverseOutstanding listening, comprehension, and clear, concise and grammatically correct oral and written communication skills in English.At least 5 years’ experience in previous support roles, preferably within the realm of the medical imaging sector. Experience with cardiology and or radiology workflows is desirable as is experience with Magnetic Resonance and ComputedA solid understanding of providing support for Windows desktops, Mac desktops and Windows ServersA solid understanding of LAN and WAN networking, switching, routing andExperience with medical industry software and hardware is highly desirable; DICOM, PACS andExperience with system software / technologies such as virtualization (VMWare, Citrix), GPUs, Linux and LDAP/ActiveFamiliarity with JavaScript coding is desirable.Detail oriented and have excellent follow throughGiven the distributed Support Team structure the candidate needs to be comfortable in a self-directed working environment.Experience in introducing multi-user software systems in enterprise environments is mandatory.The ability to speak additional languages fluently (Mandarin preferred)Beneficial Skills/ExperienceScripting and/or DevOps experience including experience with related toolsets and best practices isExposure / experience with cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly Educational RequirementsReal-world support / IT experience is mandatory.An IT focused technical diploma or equivalent.About The BenefitsCompetitive compensation and vacationFlexible working arrangementsEmployee Wellness ProgramProfessional development and tuition reimbursement programGratifying internal recognition/kudos programsAnnual salary review – based on company and individual performanceFun, inclusive, ego-free environment where diversity and individual thoughts are encouraged and valuedUpon joining Circle CVI, you will be welcomed into a collaborative and supportive company with uncompromising values on quality, innovation, culture, and customer service. Join us in changing the medical technology world and submit your application below!