About NewVue.ai

NewVue.ai is a rapidly growing healthcare technology company focused on modernizing radiology workflow. Our platform helps imaging groups and hospitals streamline their operations by connecting disparate systems, like PACS, dictation tools, and EHRs, into a unified, efficient worklist. We work closely with radiologists, IT teams, and clinical leaders to improve turnaround times, reduce errors, and deliver better patient outcomes. We’re a growing, nimble team that values autonomy, flexibility, creativity, and a collaborative spirit.

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Job Overview

We're looking for a hands-on, technically-minded teammate to support customer implementations of our radiology workflow platform. This role is ideal for someone who enjoys solving infrastructure puzzles, learning new systems, and working across teams to make sure customers get up and running smoothly.

You'll work closely with both the Customer Success and Product teams to manage technical onboarding steps like VPN configuration, AWS tenant setup, and HL7 endpoint connectivity. You'll work with representatives from other vendors to ensure solid, stable integrations between the NewVue.ai worklist and other radiology tools like PACS and dictation systems. You’ll also support Tier 2 customer issues and participate in an on-call rotation for escalated support.

This is a customer-facing role. While you won’t be a primary point of contact for the company, you will interact directly with customer resources and occasionally with key stakeholders, especially during onboarding or incident resolution. Clear communication, professionalism, and collaborative problem-solving are essential.

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Key Responsibilities

• Set up and configure new customer environments in AWS

• Coordinate VPN access and connectivity with hospital IT teams

• Verify HL7 feeds and troubleshoot endpoint issues

• Provide Tier 2 support for existing customers (Tier 1 is handled by customer per SOW)

• Participate in on-call rotation for escalated support issues

• Assist the Product team with manual QA testing during release cycles

• Join or lead customer status calls when needed

• Maintain internal documentation for implementation and support processes

• Work closely with DevOps and engineering to triage and escalate issues as needed

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Qualifications

• 2–4 years of experience in technical support, implementation, IT operations, or similar roles

• Basic experience with networking concepts (e.g., VPNs, IP whitelisting, DNS)

• Familiarity with cloud environments (especially AWS)

• Comfort with command-line tools and remote server access

• Strong troubleshooting skills and ability to stay calm under pressure

• Excellent communication skills and a professional customer-facing demeanor

• Willingness to learn healthcare-specific technologies (e.g., HL7, PACS systems)

• Organized, proactive, and comfortable managing both projects and real-time issues

• Bonus: experience with EHR systems, radiology workflows, or QA/testing environments

• Bonus: prior experience in an on-call or escalation support capacity

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Benefits

• Comprehensive health, dental, and vision insurance

• Unlimited PTO – with the expectation of responsible use and alignment with team needs

• Fully remote work environment – work from anywhere in the U.S.