L2 Support Engineer
Sutherland
EngineeringRemoteApply directly
About the role
Sutherland is seeking a seeking a L2 Support Engineer provides advanced troubleshooting for clinical hardware, imaging workflows, telemetry systems, and platform components. This role acts as the escalation point for L1 and ensures seamless handoff to L4 where required.
- Deep-dive analysis of TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics.
- Troubleshoot workflow, imaging, and device-level issues beyond L1 scope.
- Validate network/firewall prerequisites, connectivity, and data flows.
- Perform diagnostics: log analysis, workflow validation, error tracebacks.
- Escalate to L4 for software defects, CI/CD issues, cloud outages, and security incidents.
- Author/update SOPs, KB articles, and runbooks.
- Participate in RCA reviews and problem management.
Required Skills:
- Strong problem-solving and deep troubleshooting ability.
- Understanding of radiology workflows (PACS, DICOM preferred).
- Hands-on expertise with RMM tools (NinjaOne) and observability tools (Datadog/Splunk).
- Knowledge of cloud concepts (AWS/GCP basics).
- Strong escalation judgment and communication skills.
- 3–6 years in L2 support, NOC/SRE, platform support, or medical device support.
- Experience troubleshooting workflows, logs, device performance, and network issues.
All your information will be kept confidential according to EEO guidelines.
Want an insider here?
No Sutherland employee has joined Vochure yet. Tell us you want one and we'll email you if that changes — no referral is promised in the meantime.
Sign up to askTailor your résumé
AIRewrites your existing résumé for this role — reorders and re-words what you already have. It never adds experience you didn't list.
Log in to tailor