L2 Support Engineer
Sutherland
Description
Company Description:
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.
Job Description:
• 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.
Required Skills:
• 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.
Qualifications:
• 3–6 years in L2 support, NOC/SRE, platform support, or medical device support.
• Experience troubleshooting workflows, logs, device performance, and network issues.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
About Sutherland
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. For Enterprises, these are key factors of success. For us, they’re our core expertise. We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering – the foundation that powers rapid innovation and scalable business transformation. We’ve created over 200 unique inventions under several patents across AI and other emerging technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences and pioneer new solutions, all provided through a seamless “as-a-service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don’t just enable change – we engineer digital outcomes.