Customer Success Engineer in London

Are you passionate about supporting healthcare IT solutions and ensuring that clinical and operational teams can rely on their systems every day? As a Customer Success Engineer, you will be the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. You will work closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve our support processes.

Responsibilities:

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.
• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
• Assist with system updates, installations, and user onboarding for new software and hardware.
• Contribute to the continuous improvement of support processes and knowledge base.
• Ensure compliance with regulatory standards and internal IT policies.
• Support key customers and maintain positive relationships, providing updates and guidance as needed.

Skills, education and experience:

• Bachelor's degree in IT, Healthcare Informatics, or related field (or equivalent experience).
• Proven experience in IT support, preferably in healthcare or clinical environments.
• Strong understanding of healthcare IT systems, including electronic medical records and clinical software.
• Knowledge of networking, servers, and troubleshooting hardware/software issues.
• Experience with ticketing systems and ITIL-based support processes.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple tasks and work effectively under pressure.
• Collaborative mindset with the ability to work across departments and teams.

What can DeepHealth offer for you?

• Competitive pay & pension – We value your work and reward it fairly.
• Generous time off – 25 paid holidays for a full-time (40h/week) role.
• Flexibility that works for you – Enjoy flexible hours and hybrid/remote options.
• Travel allowance – An NS business card or an allowance for your travel per KM.
• Work from home budget - A joining home office budget and a WFH allowance.
• Fun, international vibe – Join a collaborative team with diverse backgrounds.
• Team celebration – Our yearly event brings everyone together in one exciting location.

DeepHealth, a wholly-owned subsidiary of RadNet, is dedicated to advancing healthcare through AI-powered informatics. Our core offering, the DeepHealth OS, is a cloud-native operating system that centralizes and orchestrates data to enhance value across the entire enterprise. We aim to expand the radiologist's influence beyond traditional radiology, encompassing the full care pathway. By providing personalized workflows, DeepHealth empowers all users within the care continuum, making their work simpler and more impactful. DeepHealth leverages advanced AI technologies in breast, lung, and prostate health, alongside operational efficiencies, to create comprehensive, end-to-end efficiency throughout the organization.

The working environment for this role is Hybrid/Remote. The physical demands of the role include sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. The role may require lifting up to 10 pounds occasionally. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

The salary range for this role is €40,000 - €50,000 Per year or 35,000 GBP - 45,000 GBP.