Technical Solutions Analyst - EMEA

Job Title: Technical Solutions Analyst - EMEA 

Location: UK / Ireland

Position Overview

The Technical Solutions Specialist is a critical, hybrid role that serves as a technical consultant, Tier 3 support expert, and solutions analyst for Heartflow’s non-invasive FFRct diagnostic technology. This position serves as the support bridge between our complex SaaS platform and our clinical customers. It requires deep expertise in Healthcare IT (HIT), networking, and systems engineering to guide complex implementations, and drive proactive product improvements.

Key Responsibilities

I. Clinical Implementation & Customer Success

• Guide and support customers through the technical lifecycle of our unique SaaS non-invasive diagnostic technology.
• Act as the frontline support resource for information on HeartFlow’s technology, including network protocols, security and data protections associated with the transfer of medical imaging data over the Internet, cloud hosted platforms, and SaaS solutions.
• Contribute to HeartFlow’s worldwide adoption of the novel FFRct product by providing knowledgeable and prompt responses to high-level customer inquiries and issues.
• Provide prompt documentation and complete resolution of reported issues and actively manage and expand the technical knowledge base.
• Work closely with the solutions engineering team to help deploy solutions that work within the existing infrastructure and workflow, overcoming technical and political obstacles that may arise.
• Assists Sales, Customer Support, Clinical Research and Technology teams in troubleshooting and alleviating customer issues.
• Assist with the roll-out of new HeartFlow products and services to existing and new customer base. Execute daily/weekly technical tasks to support regional sales initiatives.

II. Advanced Technical Analysis & Solutions Engineering

• Serve as the Tier 3 escalation point for complex application and platform issues.
• Perform advanced troubleshooting related to clinical workflows, system integrations, underlying platforms and network components.
• Follow scripts, tooling, and automation workflows to streamline support operations and contribute to long-term system stability.
• Analyze recurring support incidents to identify systemic pain points and propose viable architectural or process improvements, collaborating with Development teams on hotfixes and patches.
• Demonstrate the discipline to work independently, rapidly assess priorities, and solve new technical challenges.
• Networks & troubleshooting: routing, firewalls, connectivity, latency issues.
• Security – Secure data protocols, encryption, web services, SSL certificates and keys.
• Operating systems: Windows and Linux deployment, diagnosis & troubleshooting.
• Hypervisors – Virtual Machines and mainstream Virtual application solutions.

III. Data Feedback & Cross-Functional Leadership

• Deliver structured customer feedback into HeartFlow’s Customer Relationship Management (CRM) system.
• Help team members analyze and distill technical and usage data to drive improvements in technology and underlying infrastructure.
• Contribute actively to the high-performing, global team by sharing new information and leveraging group wisdom to enhance team capabilities.
• Work cross-functionally to coordinate resources, support and information.

Required Skills & Qualifications

Technical Systems & Healthcare IT Expertise

• DICOM, Integration & Operability, Clinical workflows, PACS, HIPAA requirements, and PHI protections.
• Microsoft Windows Server/Desktop, Linux (RHEL, Alma Linux) Python, scripting, Microsoft SQL,
• Networking: Demonstrated experience troubleshooting IP, routing, connectivity, and latency issues.
• Virtualization: Knowledge of virtualization technologies required; experience deploying and troubleshooting VMs and working knowledge of Hypervisors.
• Security: Deep understanding of data protection, encryption, web services, and certificates. SAML integrations: SSO Single-Sign-On, Multi-factor Authentication (MFA).
• Cloud hosted platforms & web app services: API’s & Amazon Web Services (AWS)
• Experience supporting large-scale websites and/or web-based products.
• Proven ability to analyze logs, trace, and isolate performance bottlenecks in complex, distributed systems.
• Special Working Conditions: the responsibilities of this position sometimes require working evenings and weekends, with little advanced notice. Required to be on call 24/7 as needed, Occasional travel to customer locations (<20% of total time)

Professional & Communication Skills

• Customer-Facing Experience: Demonstrated customer-facing skills with a positive, professional personality and comfort presenting in front of groups.
• Communication: Exceptional written and verbal communication skills (fluency in English required), with the ability to translate complex technical findings into easily understandable business language.
• Responsible, accountable, and possesses the ability to work well within teams and cross-functionally.
• Comfortable in high-pressure situations and adept at managing client expectations during critical periods.
• Competency in German, French, Italian, and/or Spanish is desirable.(EMEA Only)

Educational & Experience Requirements

• Educational Preference: Engineering or B.S. in Computer Science preferred (or sufficient and relevant experience).
• Industry Experience: 3+ years’ experience working in the health care industry.
• Technical Experience: Minimum of 3 years of professional experience in a technical support, DevOps, or systems engineering role.
• Experience providing customer and/or corporate sales support preferred.
• Experience in training, mentorship, and process development is a plus.

Physical Demands of the Job: Remote - Office environment.

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