Support Engineer

About Your Role

Note: As part of the global support team, there will be an expectation to participate in an on-call roster or rostered shifts to ensure delivery of 24/7 support coverage. We are in an exciting phase of rapid growth at Harrison.ai. As we continue to expand, we are seeking technically skilled professionals to join our dedicated Support Services team to help ensure customer satisfaction for our existing product deployments. The Support Engineer will play a critical role in delivering high-quality customer support, managing upgrades, and triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows. Support Engineers within Annalise.ai are responsible for providing exceptional Level 2 customer support, triaging issues, performing upgrades, and ensuring cases are managed in a timely and effective manner. This position will contribute significantly to our mission of scaling medical predictions globally to improve patient outcomes and make a positive impact worldwide.

What You'll Do

• Provide Level 2 technical support, managing customer technical issues, and escalating as necessary to relevant internal teams
• Perform customer software and operating system updates and upgrades in a timely and effective manner
• Triage all incoming customer technical issues, feedback, and complaints, and route them to the appropriate workflows and teams
• Triage and provide support to cross functional teams for internal project work
• Take ownership of and manage support cases, ensuring strict case management aligned to customer SLAs
• Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomes
• Participate in an on-call roster to provide exceptional service to customers with a potential view to extend to shift work to enable 24x7 coverage within the global support services team
• Deliver solutions to both technical and non-technical users, ensuring clarity via effective communication
• Maintain close communication with customers regarding ongoing support tasks, managing expectations, and ensuring customer satisfaction
• Troubleshoot and diagnose customer issues using available resources, such as documentation, knowledge base articles, and internal support tools
• Document troubleshooting steps, resolution processes, and root cause analyses for customer issues
• Work closely with internal teams, including engineering, product, and quality, to resolve complex issues and maintain customer satisfaction
• Drive continuous improvement in the support process by identifying opportunities for enhancements in workflow, systems, and tools
• Adhere to all GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelines

What You Bring

• Results-driven with a strong dedication to delivering outstanding support services
• 2+ years of experience in healthcare informatics and/or medical imaging informatics technologies
• Experience with Linux operating systems
• Familiarity with customer support case management tools (e.g., Salesforce Service Cloud, Jira)
• Experience with healthcare information protocols, standards, and systems (e.g., HL7, DICOM, PACS, RIS)
• Excellent verbal and written communication skills
• Self-motivated with the ability to work independently, with a high level of self-discipline and attention to detail

Nice To Haves

• Computer science degree or similar discipline desirable
• Familiarity with AWS and VMWare (certifications preferable)
• Experience with healthcare workflow engines (e.g., Mirth Connect, Cloverleaf)
• Experience with containerization platforms (e.g., Docker, Kubernetes)
• Strong customer engagement and relationship-building skills
• Demonstrated organizational, analytical, and decision-making skills
• Ability to handle multiple concurrent tasks and meet customer expectations

What We're About

We're problem solvers, redefining what's possible in healthcare through AI Technology. Our mission is to urgently scale global healthcare capacity, using AI automation to elevate the care clinicians can provide. The end goal is to raise the standard of healthcare for millions of patients every day. We're a technology company and we're leveraging the latest AI technologies, but people are at the heart of everything we do. Since 2019, Harrison.ai and its ventures have scaled rapidly to 200+ employees worldwide with total capital raised to date exceeding US$240 million. Our AI software has helped to create more lives through IVF, and enabling faster, more accurate diagnosis of medical images via our Annalise.ai suite of products. Soon, we'll be helping with early cancer detection in pathology through our newest joint venture, Franklin.ai. We're just getting started. A role with Harrison.ai means you'll be a part of our unique model – giving you access and opportunity to do impactful work across a range of healthcare domains. Help us shape the future of AI in healthcare. And most importantly, help us make a real difference in people's lives.

What's next? If you're inspired by what we're up to, please apply now and we'll be in touch soon.

We are proud to be an Equal Opportunity Employer. Diversity's not a buzzword here, it's in our DNA. Diverse perspectives shape our culture and make our work better. We're committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Hospitals and Health Care

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