L2 Support Engineer

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.

Responsibilities

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.

Requirements

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.