About this role
About AsterisAsteris is a leader in veterinary imaging technology. Our Keystone PACS software suite helps veterinary practices, hospitals, and specialists store, view, share, and report on diagnostic images, from radiographs to ultrasound and CT, easily and securely from anywhere. Built specifically for the veterinary industry, Keystone integrates with leading practice management systems and powers teleconsultation workflows that help veterinarians make confident medical decisions. Asteris is part of Valsoft Corporation, which acquires and grows vertical market software companies.
The RoleAs a Technical Support Representative, you will help veterinary practices keep their imaging workflows running smoothly. You will troubleshoot Keystone PACS installations, integrations, and connectivity issues, and deliver the fast, friendly support our clients count on, including for urgent situations where patient care depends on it.
What You'll DoRespond to client support requests by phone, email, and ticketing system, and resolve issues quicklyTroubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewingSupport installations, upgrades, and integrations with imaging modalities and practice management systemsInstall, configure, and maintain client systems, and perform updates and backups to protect data integrity and securityManage user accounts, permissions, and accessDocument and track every issue in the ticketing system, and write clear knowledge base articlesTrain clients on Keystone features, new releases, and best practicesEscalate complex issues to Development and follow through to resolutionParticipate in an after-hours / on-call rotation for emergency supportShare recurring issues and client feedback to help improve the productRequirements
What You Bring2+ years of technical support, help desk, or IT experience, ideally supporting software customersSolid troubleshooting skills across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support toolsClear, patient communication with non-technical usersStrong ownership and follow-through, with a calm approach under pressureExperience with a ticketing systemNice to HaveExperience with DICOM, PACS, or medical imaging systemsBackground in veterinary or healthcare technologyFamiliarity with SQL or basic scriptingBenefits
What We OfferCompetitive base salaryComprehensive benefits: medical, dental, and vision, plus basic life, AD&D, short- and long-term disability, and voluntary life coverage401(k) programUnlimited paid time offFully remote, work-from-home roleThe chance to make a real impact on a growing team in a specialized, mission-driven industry.