L2 Support Engineer

Sutherland

L2 Support Engineer at Sutherland providing advanced troubleshooting for clinical hardware and imaging workflows. Analyzing and resolving issues for platform components and telemetry systems.

Posted 5/9/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud PlatformSplunk

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3–6 years in L2 support, NOC/SRE, platform support, or medical device support.
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.

Benefits

Comp & perks

Employees can work remotely

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinglog analysisworkflow validationerror tracebacksnetwork prerequisitesfirewall validationcloud conceptsRMM toolsobservability toolsradiology workflows

Soft Skills

problem-solvingdeep troubleshooting abilityescalation judgmentcommunication skills