Technical Support Specialist

We are hiring in the Austin, TX area. Oncura Partners is seeking a talented individual to join our team. The Technical Support Specialist provides comprehensive hardware and software support for Oncura Partners’ internal teams and external veterinary clinic partners. This role ensures the smooth operation of diagnostic equipment, OPD platform functionality, and clinical workflow connectivity by offering first-tier and advanced technical troubleshooting. The ideal candidate is a problem-solver who communicates clearly, works collaboratively across departments, and delivers timely, solution-oriented support through multiple communication channels.

1.Technical Troubleshooting & Support

· Respond to and resolve hardware and software issues related to ultrasound systems, peripherals, and the OPD telemedicine platform.

· Diagnose issues ranging from connectivity, login access, DICOM routing, and image upload failures to physical device malfunctions.

1. Multi-Channel Support Delivery

· Provide real-time support via phone, email, internal chat, and remote login (TeamViewer) for both internal staff and external partner clinics.

· Log, track, and update support interactions and resolutions within Hub Spot.

1. Onboarding & Setup Assistance

· Assist with technical onboarding of new clinics, including initial machine configuration, OPD portal access, and remote setup coordination.

1. Cross-Department Collaboration

· Work closely with the Shipping Team to ensure proper equipment deployment and returns.

· Partner with the Customer Service and Sonographer teams to resolve partner workflow issues collaboratively.

1. Documentation & Internal Tools

· Maintain clear support documentation and knowledge base entries for recurring issues and best practices.

· Contribute to process improvements that enhance the partner and team support experience.

1. Other Duties as Assigned

· Minimum of 5 years in a technical support role, preferably in healthcare, veterinary, or diagnostic equipment environments

· Experience with remote login support tools (e.g., TeamViewer) and CRM/ticketing platforms (Hub Spot preferred)

· High School Diploma or GED required

· Associate’s degree or technical certifications preferred

· This is an in-office or hybrid role based at Oncura’s technical support center or central operations hub.

· Frequent interaction with internal teams (Shipping, CSR, Sonographers) and direct communication with external clinic partners., * Tech Support: 5 years (Required)

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance