Summary

The Senior Cardiology & Hemodynamics Applications Support Engineer will be responsible for providing application maintenance and support activities across all cardiology, hemodynamics, electrophysiology (EP), ECG/Holter management, and ancillary clinical applications (including PACS). This role ensures all the applications are healthy and actively serving the business users.

Key Responsibilities

Apply incident, problems, and change management practices across the cardiology application portfolio - spanning hemodynamics, EP, ECG/Holter, and echo/structured reporting - coordinating across clinical, Cath/EP lab operations, infrastructure, and vendor application teams to resolve issues and minimize clinical disruption.
Troubleshoot issues reported by business users to identify root cause and resolve them within SLAs - providing workarounds as quick fixes and implementing permanent fixes.
Proactively monitor application health, respond to alerts, and act on emerging issues before they impact clinical users.
Coordinate minor upgrades to the applications and validate the applications post upgrade / patch implementation.
Participate in go-live cutovers, troubleshoot escalated issues, and ensure rapid resolution of integration or configuration problems.
Participate in the on-call rotation and after-hours escalation to provide continuous support for Cath lab, EP, and cardiology operations.
Execute planned and unplanned downtime procedures - including Cath lab and EP lab downtime - and clinical workarounds and support post-downtime reconciliation.
Engage with clinical stakeholders to gather feedback and ensure optimized workflows for clinical staff.
Write and maintain runbooks and knowledge-base articles to standardize resolution and reduce repeat incidents.

Experience & Skills

5+ years of experience in supporting Cardiology and Hemo applications including Merge Cardio, GE Cardio Lab, Mac-Lab, Workmate Claris, LABSYSTEM PRO, and related EP platforms.
Expertise in Cardiology and Hemodynamics PACS including configuration, validation, and workflow optimization
Good understanding of advanced imaging and visualization applications, including integration with PACS and EMR systems.
Proficient in DICOM, HL7, and related interoperability standards.
Excellent troubleshooting and problem-solving skills in complex imaging environments.
Strong communication skills, with the ability to interact effectively with clinical and technical stakeholders.
Knowledge of healthcare compliance requirements, including HIPAA, HITRUST, and SOC2.
Familiarity with ITIL service management practices and ITSM/ticketing tools (e.g., ServiceNow).
Excellent troubleshooting and problem-solving skills in complex imaging environments.
Strong communication skills, with the ability to interact effectively with clinical and technical stakeholders.

Preferred Qualifications

ITIL v4 Foundation (or higher) certification.
Vendor / product certifications relevant to the supported CVIS, CPACS, and hemodynamics/EP platforms.
Experience supporting diagnostic viewer delivery in virtualized environments (e.g., Citrix/VDI).
Experience in large-scale, multi-site cardiology informatics deployments and hypercare operations.

Senior Support Engineer