Remote Email Customer Support Jobs in Remote, OR

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

We are seeking an experienced Cloud Operations Leader to build, scale, and lead our Cloud Operations organization. This role owns the end-to-end operational performance for our Enterprise Imaging cloud platform, supporting mission critical and highly regulated SaaS environments. The Cloud Operations Leader defines and operates industry standard operating models to ensure reliability, availability, scalability, compliance, effective security operations execution, and disciplined financial stewardship.

In close collaboration with Solution Architecture, Engineering, Product Management, Security (SecOps), Finance, Program Management, and customer facing teams, the Cloud Operations Leader embeds modern SRE and SysOps practices into the delivery and operation of cloud and hybrid solutions.

Location:

• Remote - US / Canada

What You'll Do:

Cloud Operations & Reliability

• Own the operational health, stability, and performance of all production cloud platforms and shared services.
• Manage SLAs, error budgets, and operational KPIs aligned to customer experience, availability commitments, and business priorities.
• Serve as the operational authority during major incidents, leading response, escalation, communication, and postincident remediation.
• Partner with the Customer Support organization in escalation management and issue resolution to ensure clear escalation paths, rapid resolution, and consistent customer impact communications. 
• Establish operational readiness, integrate change management, and release governance standards.
• Design sustainable on-call, escalation, and follow-the-sun support models.
• Drive automation, self-healing, and systematic toil reduction to improve reliability and operational efficiency.

Cloud Platform & Infrastructure

• Own the lifecycle and operations of AWS-first cloud platforms
• Ensure resilience, disaster recovery, backup, and business continuity objectives are met and tested.
• Partner with architecture and engineering teams to ensure reliability-by-design,
• Oversee capacity planning, performance engineering, and scaling strategies aligned with commercial strategies.

Automation, DevOps & Observability

• Partner with R&D to standardize CI/CD pipelines, release processes, and platform automation.
• Own end-to-end observability including metrics, logs, traces, dashboards, and alerting.
• Continuously improve MTTR, MTTD, and deployment reliability.

Security, Compliance & Risk (with SecOps)

• Implement and operate security controls defined by SecOps across cloud platforms and operational processes.
• Ensure compliance with regulatory frameworks (e.g., HIPAA, SOC2, ISO, NIST as applicable).
• Support audits, vulnerability management, patching, and risk remediation. 

Team & Organizational Leadership

• Leads cloud operations through transformation, including the transition from traditional delivery models to a SaaS-first operating model.
• Build, lead, and develop a high-performing and efficient global Cloud Operations / SRE organization.
• Hire, coach, and retain top talent; establish career paths, training, and certification programs.
• Manage strategic vendors and partners to provide 24/7 operational coverage.
• Foster a culture of ownership, accountability, and continuous improvement.
• Influence effectively in a matrixed organization, driving adoption of new operating models.

Who You Are:

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
• 10+ years of experience operating and scaling cloud-based production platforms, including business critical SaaS services.
• 5+ years of proven leadership experience building, scaling, and leading Cloud Operations and/or SRE teams in a 24/7 global environment.
• Demonstrated ownership of operational reliability, availability, and performance.
• Deep expertise in AWS-first cloud platforms and cloud native architectures
• Strong experience with automation-driven operations.
• Solid background in ITIL-aligned service management, including incident, problem, change, and capacity management.
• Experience operating in regulated or compliance-driven environments
• Proven ability to partner effectively with Engineering, Architecture, Security, Support, and business stakeholders to deliver reliability-by-design.
• Strong leadership, communication, and stakeholder management skills, with the ability to translate operational risk, reliability, and performance into executivelevel and businessrelevant insight.
• Experience leading global, multi-region service organizations supporting enterprise customers.
• Relevant industry experience in medical imaging and Imaging IT
• Relevant certifications such as AWS Cloud Practitioner, AWS Certified Solutions Architect, ITIL, CISSP, or CISM.

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams' benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great. 

Compensation: At Agfa HealthCare, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com.

At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.

Learn more about Agfa HealthCare and follow us on Instagram.