Synthesis Health 

Who We Are 

We’re a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors.   The Synthesis team is seeking a highly motivated and detail-oriented Customer Support Specialist Level 1 to join our growing company. 

About the Opportunity 

As a Customer Support Specialist L1, you will be the first point of contact for customers seeking assistance with our Synthesis technology solutions and services. You will play a key role in ensuring that our customers (Internal and external) receive timely support, addressing technical inquiries, troubleshooting issues and providing exceptional service while resolving within our SLA. 

Key Responsibilities: 

• Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options. 

• Diagnose and resolve basic technical issues related to product functionality, installation and usage. 

• Escalate unresolved or complex issues to higher-level technical support or internal teams. 

• Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records. 

• Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary. 

• Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices. 

• Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements. 

• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided. 

• Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference. 

• Assist in managing customer expectations and delivering solutions within agreed timelines. 
•  Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service. 

 About the Right Candidate 

Qualifications 

• Education: Associate degree in a related field (e.g., healthcare technology, IT, or radiology) or equivalent work experience. 

• Experience: 

• Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. 

• Experience with radiology systems or medical technology products is a plus. 

• Skills: 

• Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues. 

• Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably. 

• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. 

• Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent). 

• Empathy and patience when dealing with customers, with a focus on delivering outstanding service. 

• Strong attention to detail and commitment to accurate documentation. 

Preferred Qualifications 

• Knowledge of radiology imaging systems or software (PACS, DICOM, etc.) is highly desirable. 

• Familiarity with customer relationship management (CRM) and ticketing platforms. 

 You will adhere to our company’s values and behaviors and incorporate them in your interactions with colleagues and customers.  

Values:  

1. Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel. 

Behaviors: 

1. Be nice. 2. Be creative. 3. Be honest. 4. Be helpful. 

Compensation and Benefits 

Compensation is fair market rates based on the country where the individual is hired. For US candidates, the salary range for this position is $20 - $22 USD.   

Other benefits include but not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program. 

Synthesis Health

Who We Are

We’re a mission- and values-driven company with tremendous dedication to our customers. Our 100% remote team is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration, and commitment to our core values and behaviors.

About the Opportunity

We are looking for a Principal Platform Engineer to serve as the key steward and architect of our medical data domain. In this role, you will own the integrity of our logical data model, ensuring that every service we build and every integration with customer systems preserves the accuracy and fidelity of our patient data.

Your primary focus will be on the interaction between our services and our data. You will define the patterns that allow our systems to interact with complex medical data structures in the most elegant, flexible, and performant way possible. You will act as the guardian of our domain model, ensuring that as we scale, we never compromise on data correctness or structural coherence.

This is a leadership role for a hands-on technical visionary. You will solve deep, structural problems regarding data consistency and interoperability. As a key voice on the Architecture Review Board (ARB), you will be the ultimate gatekeeper for decisions involving the data model, ensuring that our architecture evolves to support new clinical capabilities without accruing technical debt.

If you are an expert in healthcare data standards and modern cloud engineering, this is your chance to build a legacy.

Key Responsibilities

Medical Data Strategy & Domain Integrity

• Domain Model Stewardship & Service Interaction: You will define and enforce the integrity of our logical data model. You will architect the patterns for how all internal services and external integrations interact with this model, ensuring data accuracy and structural flexibility are preserved across the entire platform.
• High-Throughput Ingestion Architecture: You will architect and optimize our ingestion pipelines to handle massive bursts of DICOM images and HL7 messages without latency or data loss.
• Standards & Interoperability: You will lead the strategy for FHIR, HL7, and DICOM interoperability, ensuring our platform speaks the language of modern healthcare fluently.

Compliance & Security by Design

• Automate Compliance: You will design systems that enforce HIPAA, ISO 27001, and SOC2 requirements at the infrastructure and code level. You will build "compliance as code" to ensure audit readiness without manual toil.
• Data Governance: You will define the patterns for data residency, retention, and deletion, ensuring we meet strict legal and contractual obligations across global deployments.

Architectural Leadership & Influence

• Systemic Data Consistency: You will solve hard problems regarding distributed data consistency, helping us move away from tight coupling while ensuring data correctness across services.
• Elevate the Platform: You will be the subject matter expert (SME) for healthcare data within the engineering organization, mentoring Staff and Senior engineers on the nuances of medical data standards and distributed data patterns.

What We’re Looking For

• Deep Healthcare Data Expertise: 10+ years of engineering experience with a specific focus on healthcare data. You are an expert in DICOM (tags, transfer syntaxes, WADO/QIDO) and HL7/FHIR.
• Scale & Performance: Proven track record of building data pipelines that handle terabytes of medical imaging data. You understand the specific storage and retrieval challenges of pixel data vs. metadata.
• Language Fluency & Strategy: Deep expertise in TypeScript/Node.js is required. As we pivot performance-critical paths toward Go, experience leading similar language transitions or strong Go proficiency is highly desirable.
• Deep Technical Mastery:
  • Deep expertise in schema design for both SQL (PostgreSQL) and NoSQL environments.
  • Experience with data lakes and warehousing (BigQuery/Snowflake) in a healthcare context.
  • Experience with stream processing (Kafka/Dataflow) for real-time DICOM and HL7 feeds.
  • Expertise in container orchestration (Kubernetes) at scale.
• Compliance expertise: You have built systems that are HIPAA/GDPR compliant from the ground up and understand the technical implications of PHI (Protected Health Information) protection.
• Communication at Scale: You can effectively communicate the business value of architectural investments to executive leadership while diving deep into the code with engineers.

Preferred Qualifications

• Imaging Physics Knowledge: Understanding of the physics of medical imaging (CT, MRI, X-Ray) and how it impacts data storage and rendering.
• AI/ML Pipeline Experience: Experience architecting data flows that feed AI models for clinical decision support.
• PACS/VNA Architecture: Experience architecting or operating Picture Archiving and Communication Systems (PACS) or Vendor Neutral Archives (VNA).

Why You Should Join Us

• Solve Our Toughest Puzzles: This is a high-leverage role. You will be working on the most impactful technical challenges that are critical to the company's success.
• Define the Architecture: You won't just be maintaining a system; you will be a primary author of its future state, with the autonomy to make it happen.
• Lead from the Front: This is a chance to establish yourself as a key technical voice in a rapidly growing company.
• Competitive Compensation & Benefits: We offer a strong salary, meaningful equity, a 100% remote culture, and significant opportunities for growth.

We are a values-driven company. Our values:

• Clinical service first.
• Collaborate with our customers.
• Listen, respect, learn.
• Innovate to excel.

The behaviors we look for:

• Be nice.
• Be creative.
• Be honest.
• Be helpful.

Compensation and Benefits

Typical salary range for this position is $170,000 - $205,000. However, Synthesis participates in location based hiring and salary ranges can be adjusted based on candidate's residence.

Other benefits include, but are not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.

Synthesis Health is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Synthesis Health

Who We Are

We’re a mission- and values-driven company with tremendous dedication to our customers. Our 100% remote team is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration, and commitment to our core values and behaviors.

About the Opportunity

We are looking for a Principal Platform Engineer to serve as a hands-on architect of our system’s evolution. In this role, you will tackle our most substantial engineering challenges: ensuring the reliability, performance, and scalability of our distributed systems while driving the maturation of our technical stack.

This is a leadership role for a hands-on technical visionary. You will focus on solving deep, structural problems in the overall system to achieve 99.99% reliability and massive scalability. You will drive key maturation issues regarding our architecture, identifying the critical path for eliminating bottlenecks, reducing complexity, and enabling our engineering teams to ship faster with greater confidence. As a key voice on the Architecture Review Board (ARB), you will shape the technical direction of the entire organization.

If you are an expert in high-scale distributed systems and have the scars and success stories to prove it, this is your chance to build a legacy.

Key Responsibilities

System Reliability, Performance, & Scalability

• Solve Substantial System Challenges: You will identify and lead the resolution of the most complex, systemic problems affecting our platform's stability and speed.
• Architect for Scale: You will design the strategies that allow our system to handle exponential growth, focusing on database scaling, caching architectures, and asynchronous processing throughput.
• Reliability Engineering: You will define and drive the adoption of patterns that ensure system resilience, including circuit breaking, graceful degradation, and active-active failover strategies.

Stack & Architecture Maturation

• Drive Technical Evolution: You will lead the maturation of our technical stack, ensuring our libraries, frameworks, and infrastructure choices evolve to meet future business needs.
• Eliminate Structural Bottlenecks: You will look beyond code-level optimization to solve structural issues in our database layer, messaging infrastructure, and deployment pipeline.
• Technical Governance: As a senior leader on the ARB, you will enforce architectural rigor, preventing the introduction of new technical debt while establishing standards for long-term maintainability.

Strategic Leadership & Influence

• Cross-Organizational Impact: You will influence the technical direction across multiple product areas, reconciling conflicting architectural goals to serve the broader business.
• Elevate the Platform: You will mentor Staff and Senior engineers, helping them understand distributed consensus, eventual consistency, and the trade-offs of complex distributed systems.

What We’re Looking For

• Elite Distributed Systems Experience: 10+ years of software engineering experience, with a heavy focus on designing, optimizing, and operating high-scale distributed systems.
• Architectural Evolution: You have a proven track record of evolving complex systems and driving technical maturity in a fast-paced environment.
• Language Fluency & Strategy: Deep expertise in TypeScript/Node.js is required. As we pivot performance-critical paths toward Go, experience leading similar language transitions or strong Go proficiency is highly desirable.
• Deep Technical Mastery:
  • Expertise in defining Service Level Objectives (SLOs) and Error Budgets.
  • Deep knowledge of synchronous (Websockets, gRPC, REST) vs. asynchronous (Kafka/PubSub) communication patterns.
  • Advanced database design patterns (sharding, partitioning, CQRS).
  • Expertise in container orchestration (Kubernetes) at scale.
• Visionary Leadership: You can identify critical long-term technical challenges months or years in advance and mobilize the organization to address them.
• Communication at Scale: You can effectively communicate the business value of architectural investments to executive leadership while diving deep into the code with engineers.

Preferred Qualifications

• Healthcare Domain Experience: Experience in healhtech or regulated industries is a plus.
• Compliance & Standards: Deep familiarity with healthcare data standards (DICOM, HL7, FHIR) and compliance regulations (HIPAA) is a significant advantage.
• High-Performance Database Tuning: Deep experience tuning PostgreSQL or similar relational databases for massive concurrency.
• Breaking Up The Monolith: Experience migrating a monolithic database architecture to microservices is a plus.

Why You Should Join Us

• Solve Our Toughest Puzzles: This is a high-leverage role. You will be working on the most impactful technical challenges that are critical to the company's success.
• Define the Architecture: You won't just be maintaining a system; you will be a primary author of its future state, with the autonomy to make it happen.
• Lead from the Front: This is a chance to establish yourself as a key technical voice in a rapidly growing company.
• Competitive Compensation & Benefits: We offer a strong salary, meaningful equity, a 100% remote culture, and significant opportunities for growth.

We are a values-driven company. Our values:

• Clinical service first.
• Collaborate with our customers.
• Listen, respect, learn.
• Innovate to excel.

The behaviors we look for:

• Be nice.
• Be creative.
• Be honest.
• Be helpful.

Compensation and Benefits

Typical salary range for this position is $170,000 - $205,000. However, Synthesis participates in location based hiring and salary ranges can be adjusted based on candidate's residence. 

Other benefits include, but are not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.

Synthesis Health is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.