Technical Support Representative

About Asteris
Asteris 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 Role
As 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 Do
Respond to client support requests by phone, email, and ticketing system, and resolve issues quickly
Troubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewing
Support installations, upgrades, and integrations with imaging modalities and practice management systems
Install, configure, and maintain client systems, and perform updates and backups to protect data integrity and security
Manage user accounts, permissions, and access
Document and track every issue in the ticketing system, and write clear knowledge base articles
Train clients on Keystone features, new releases, and best practices
Escalate complex issues to Development and follow through to resolution
Participate in an after-hours / on-call rotation for emergency support
Share recurring issues and client feedback to help improve the product
Requirements
What You Bring
2+ years of technical support, help desk, or IT experience, ideally supporting software customers
Solid troubleshooting skills across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support tools
Clear, patient communication with non-technical users
Strong ownership and follow-through, with a calm approach under pressure
Experience with a ticketing system
Nice to Have
Experience with DICOM, PACS, or medical imaging systems
Background in veterinary or healthcare technology
Familiarity with SQL or basic scripting
Benefits
What We Offer
Competitive base salary
Comprehensive benefits: medical, dental, and vision, plus basic life, AD&D, short- and long-term disability, and voluntary life coverage
401(k) program
Unlimited paid time off
Fully remote, work-from-home role
The chance to make a real impact on a growing team in a specialized, mission-driven industry.

Work arrangement
No