Technical Support Specialist

OverviewTechnical Support Specialist (2025-035) role at Circle Cardiovascular Imaging.Circle Cardiovascular Imaging designs, builds, and implements cardiovascular imaging solutions.
Our CVI42 product is a Cardiac MR imaging processing software widely used in the field.
This role focuses on remote and onsite technical software support for Circle's imaging products across the Asia Pacific region.Position OverviewReporting to the Senior Manager, Global Solutions and Support, the Technical Support Specialist provides remote and onsite technical support and troubleshooting for Circle's imaging products to customers in the Asia Pacific region.
This position is based in Australia, with a preference for Eastern Australia (Melbourne, Sydney, Adelaide).
Regular hours are 8:00am–5:00pm local time, with potential coverage of other time zones as needed.
The role requires excellence in problem solving, issue analysis, prioritization, and consultative support for cardiology and radiology workflows.
The role involves clinical production troubleshooting and the ability to shift priorities as needed.ResponsibilitiesMaintain excellent knowledge of Circle's product suite and the field of cardiovascular imaging.Provide remote technical support to solve customer questions, including analyzing, categorizing, and prioritizing issues; assess customer infrastructure and provide recommendations for performance, capacity, and continuity.Ensure escalated pre- and post-sales situations are handled promptly and consistently.Assist in the development and maintenance of support tools and documentation.Document all customer feedback/issues and communicate these through the ticketing system.Assist in remote installation and configuration support for Circle products at customer sites.Contribute to development, enhancement, documentation, communication, and promotion of adherence to departmental standards.Assess company needs and support initiatives to improve exceptional customer support delivery.Promote a collaborative team environment to deliver exemplary service to End Users and Distributor/OEM partners within department guidelines.Act as a role model for the company.Participate in an on-call rotation for customer support.May require limited travel for on-site visits, conferences, and training; travel expected to be up to 10% of work time.Required Skills/ExperienceStrong leadership, collaboration, and interpersonal skills with professional presence.Excellent listening, comprehension, and clear English communication (oral and written).
At least 5 years of experience in prior support roles, preferably in medical imaging; familiarity with cardiology/radiology workflows is desirable; exposure to MR and CT imaging is a plus.Solid understanding of supporting Windows desktops, Mac desktops, and Windows Servers.Solid understanding of LAN/WAN networking, switching, and routing.Experience with medical software/hardware (DICOM, PACS) is highly desirable.Experience with system software/technologies such as virtualization (VMware, Citrix), GPUs, Linux, and LDAP/Active Directory.Familiarity with JavaScript coding is desirable.Detail-oriented with excellent follow-through.Comfortable working in a distributed, self-directed environment.Experience introducing multi-user software systems in enterprise environments.Beneficial Skills/ExperienceScripting/DevOps experience with related toolsets and best practices.Exposure to cloud services (AWS, Azure, Google Cloud) or similar.Ability to speak additional languages fluently (Mandarin preferred).
Educational RequirementsReal-world IT/support experience is mandatory.IT-focused diploma or equivalent.BenefitsCompetitive compensation and vacation.Flexible working arrangements.Employee Wellness Program.Professional development and tuition reimbursement.Gratifying internal recognition programs.Annual salary review based on company and individual performance.Inclusive environment that values diversity and individual contributions.Join Circle CVI to contribute to high-quality, innovative cardiovascular imaging solutions.
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