Location: Remote (North America)
The Role:
Dicom Systems is seeking an experienced Technical Services & Integration Manager to lead our Integration Support Engineering organization and serve as the technical bridge between our customers, Engineering, Product Management, and Support teams.
This is a hands-on leadership role for a senior technical professional with a strong background in Healthcare IT, Linux, enterprise networking, and medical imaging interoperability. The successful candidate will combine deep technical expertise with strong leadership skills to improve customer success, build scalable support operations, mentor engineers, and ensure successful customer implementations.
The ideal candidate combines strong project management skills with a solid technical background in Healthcare IT, Linux, enterprise networking, and medical imaging interoperability. While not a hands-on engineering role, you must understand technical concepts well enough to coordinate engineers, facilitate technical discussions, identify risks early, challenge assumptions when necessary, and drive projects to completion.
Unlike a traditional Customer Success Manager, this position requires significant technical depth. The ideal candidate is a former Integration Engineer, Systems Engineer, Solutions Architect, or Technical Lead who enjoys solving complex technical problems while developing people, improving processes, and driving operational excellence.
The primary responsibility of this role is not to personally perform every implementation or resolve every support case. Instead, you will build an organization that consistently delivers exceptional customer outcomes through strong leadership, well-defined processes, automation, and technical excellence. This role is accountable for the performance of the Implementation and Support organization rather than day-to-day ownership of individual customer projects, which are managed by the Technical Project Manager.
Primary Duties Include, But Are Not Limited To
Leadership & Team Development
- Lead, mentor, and develop the Integration Support Engineering team.
- Build a culture of ownership, accountability, technical excellence, and continuous improvement.
- Coach engineers through complex technical challenges while developing their independent problem-solving skills.
- Conduct technical reviews, knowledge-sharing sessions, and career development planning.
- Assist with hiring, onboarding, performance evaluations, and professional development.
- Build an organization that executes through clearly defined ownership, delegation, coaching, measurable outcomes, and repeatable processes rather than individual heroics.
- Define goals, acceptance criteria, quality standards, and operational guardrails while empowering engineers to execute independently.
- Maintain visibility and accountability for customer outcomes without becoming the primary executor of day-to-day implementation work.
Customer Success & Technical Leadership
- Own the technical escalation process. Personally engage only for the most complex, highest-impact customer issues while coaching engineers to resolve the majority of escalations independently.
- Own customer satisfaction throughout implementation and post-production support.
- Manage technical customer escalations and coordinate cross-functional resolution efforts.
- Review and approve solution architectures, deployment plans, and implementation strategies.
- Partner with Engineering to improve product quality based on customer feedback and operational experience.
- Participate in customer meetings, executive escalations, and technical workshops as required.
Operational Excellence & Process Improvement
- Design, implement, and continuously improve scalable processes across implementation, customer support, and post-deployment operations.
- Identify opportunities to automate repetitive operational and technical tasks using scripting, AI-assisted workflows, and modern automation technologies.
- Drive adoption of AI tools to improve engineer productivity, documentation quality, troubleshooting, knowledge management, and customer response times.
- Establish standardized operational procedures for incident management, escalation handling, change management, customer communication, and knowledge sharing.
- Build and maintain efficient support operations, including on-call rotations, escalation procedures, workload balancing, and operational readiness.
- Define operational metrics, dashboards, KPIs, and service objectives to measure team performance and customer success.
- Create repeatable implementation methodologies, deployment checklists, acceptance criteria, and post-implementation review processes.
- Continuously evaluate existing workflows and eliminate manual effort through automation and process optimization.
Operational Platforms & Delivery Standards
Own the operational platforms and standards used by the Integration Support Engineering organization, including Jira, Git, AI tools, knowledge management, and operational dashboards.
- Ensure implementation procedures, deployment guides, templates, SOWs, acceptance criteria, customer documentation, and operational processes are maintained under version control using Git.
- Establish Jira as the primary platform for work planning, project visibility, support queues, operational metrics, and engineering accountability.
- Drive practical adoption of AI across implementation, customer support, documentation, troubleshooting, meeting summaries, root cause analysis, reporting, and internal knowledge management.
- Continuously evaluate new technologies that improve engineer productivity, operational efficiency, and customer experience.
Technical Responsibilities
- Provide technical leadership for enterprise healthcare integration projects.
- Review complex DICOM, HL7, FHIR, DICOMweb, and interoperability solutions.
- Assist engineers with difficult Linux, networking, virtualization, cloud, database, and system integration issues.
- Perform root cause analysis for critical production incidents.
- Establish technical standards, deployment guidelines, and implementation best practices.
- Partner with Product Management and Engineering to prioritize product improvements.
Technical Requirements
- Minimum 8 years of experience in Healthcare IT, Enterprise Imaging, Healthcare Integration, or related technical fields.
- Strong hands-on Linux administration and troubleshooting experience in production environments.
- Excellent understanding of TCP/IP networking, routing, DNS, VPN, firewalls, SSL/TLS, reverse proxies, and enterprise networking.
- Deep understanding of DICOM, HL7 v2.x, FHIR, DICOMweb, IHE profiles, and enterprise imaging workflows.
- Experience deploying and supporting enterprise software in VMware, Hyper-V, cloud, and hybrid environments.
- Strong understanding of databases, SQL, storage systems, virtualization, and system performance tuning.
- Experience troubleshooting complex interoperability issues across operating systems, applications, databases, and networks.
- Experience writing shell scripts (Bash preferred) and automating operational tasks.
- Familiarity with containerization technologies, monitoring platforms, infrastructure automation, and DevOps practices is highly desirable.
- Excellent analytical, troubleshooting, and root cause analysis skills.
- Excellent verbal and written English communication skills.
Leadership Requirements
- Proven experience leading technical teams or serving as a senior technical mentor.
- Demonstrated ability to build scalable organizations through processes, automation, documentation, and delegation.
- Ability to delegate effectively while maintaining ownership, visibility, accountability, and quality.
- Strong organizational, project management, and prioritization skills.
- Experience managing enterprise customer escalations.
- Ability to balance customer expectations with engineering priorities.
- Passion for mentoring engineers and building high-performing technical teams.
- Demonstrated ability to introduce operational discipline, measurable KPIs, and continuous improvement initiatives.
What Success Looks Like
- Customers consistently receive high-quality implementations and responsive technical support.
- Support and implementation processes are standardized, documented, measurable, and continuously improved.
- Routine operational work is increasingly automated, allowing engineers to focus on higher-value technical work.
- AI is effectively leveraged to improve productivity, troubleshooting, documentation, knowledge management, and customer support.
- On-call coverage, escalations, customer communication, and implementation delivery follow predictable, repeatable, and measurable processes.
- Customer escalations are reduced through proactive operational improvements.
- Engineers continue to grow technically while taking increasing ownership of customer outcomes.
- Strong collaboration exists between Engineering, Product Management, Customer Success, Sales, and Support.
- The organization operates through well-defined processes rather than depending on tribal knowledge or any single individual.
- The manager provides leadership, oversight, coaching, and accountability while empowering the team to execute independently.
- Jira, Git, AI, automation, and standardized processes become embedded in day-to-day engineering operations.
- Engineers consistently execute through documented procedures rather than tribal knowledge.
- The manager spends the majority of time leading, coaching, planning, and improving operations rather than personally resolving customer issues.
- Operational KPIs demonstrate measurable improvements in customer satisfaction, implementation quality, escalation rates, and engineering productivity.
Why Join Dicom Systems
This is an opportunity to build and lead one of the most technically advanced Healthcare IT implementation and support organizations in the industry. You will work with enterprise healthcare providers worldwide, helping deploy mission-critical imaging infrastructure that processes tens of billions of medical images annually.
If you enjoy building organizations, mentoring engineers, improving processes, driving automation, and solving challenging technical problems, we would love to hear from you.
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About Dicom Systems:
With over 124 billion medical images passing through annually, the Dicom Systems Unifier platform delivers intelligent DICOM and HL7 routing, DICOMweb and FHIR integration, vendor-neutral archiving, AI orchestration, workflow automation, and enterprise imaging solutions across on-premises, hybrid, and cloud environments.
Dicom Systems partners with leading healthcare organizations, AI developers, PACS vendors, EHR providers, and cloud platforms to deliver secure, reliable, and scalable enterprise imaging solutions worldwide.
Dicom Systems is an equal opportunity employer committed to fostering an accessible and inclusive environment for employees and customers. We offer flexible work hours, competitive compensation, professional growth opportunities, and the chance to work on some of the most complex Healthcare IT environments in the industry.