About aycan Medical Systems Are you interested in joining a company where you can build valuable technical and customer-facing experience while making a meaningful impact? If so, aycan Medical Systems may be the right fit for you. Based in Rochester, New York, aycan Medical Systems has been serving the medical imaging industry for more than 30 years. With a focus on vendor neutrality and immediate, live customer service, aycan is a leading global provider of solutions for data management, workflow orchestration, and diagnostic viewing that improve workflow efficiency and drive down costs. As a small, established company, we offer the opportunity to work closely with leadership, gain hands-on experience across multiple business functions, and contribute directly to the success of our operations. Position Overview We are seeking a Support & Implementation Specialist to join our team. This role combines customer support, software implementation, technical troubleshooting, and cross-functional collaboration. You will serve as a key point of contact for customers and partners throughout the lifecycle of our solutions—from initial deployment and onboarding through ongoing support and maintenance.

Position Type:

Full-Time Key Responsibilities As a member of a small, collaborative team, you will have the opportunity to take ownership of your work while contributing to a shared commitment to customer success. Provide first-line technical support to customers, distributors, and partners via phone, email, and remote sessions Assist with the implementation, configuration, onboarding, and deployment of aycan products and solutions Support products and systems throughout their lifecycle, including installation, upgrades, maintenance, and retirement Troubleshoot technical issues, identify root causes, document findings, and escalate complex issues when appropriate Record and manage all customer interactions and support activities within the internal ticketing system Identify software defects, recommend workarounds, and collaborate with internal teams to resolve issues Support the sales team with technical evaluations, solution design discussions, and customer-facing questions Perform routine system maintenance, software updates, and system health checks Create and maintain internal documentation, knowledge base articles, and implementation procedures Coordinate with third-party vendors and technology partners to support customer environments Continuously expand technical knowledge through self-study, training, and hands-on experience Participate in additional projects and responsibilities as business needs evolve Participate in an on-call rotation to provide weekend and overnight coverage as needed. On-call compensation is negotiable and open for discussion. What We're Looking For We believe great employees are developed, not simply found. While prior experience is valuable, we are primarily looking for someone who is eager to learn, enjoys helping customers, and can quickly become an effective contributor. Core Competencies Strong attention to detail and organizational skills Excellent written and verbal communication skills Analytical thinking and problem-solving abilities Customer-focused mindset with a desire to provide outstanding service Self-motivated, dependable, and accountable Ability to work independently while collaborating effectively with teammates Willingness to learn new technologies and processes Interest in building a long-term career with a growing company Required Technical Skills Candidates are not expected to have experience in every area listed below. aycan will provide training and support to help qualified individuals develop the skills needed to succeed in the role. Familiarity with Microsoft Windows, Apple macOS, and Debian Linux operating systems Basic understanding of SQL (preferably PostgreSQL) Basic networking knowledge, including IP addressing and network troubleshooting Preferred Qualifications Linux administration experience (shell scripting, software installation, troubleshooting) Experience with ticketing systems, ERP systems, or customer support platforms Knowledge of healthcare IT and medical imaging standards (DICOM, HL7) Experience with software implementation, onboarding, or customer training Benefits We believe in supporting a healthy work-life balance and providing opportunities for professional growth. 401(k) 401(k) matching Health insurance Dental insurance Vision insurance Paid time off Ongoing training and professional development opportunities

Pay:

From $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person