Why join us? đ  Do work that matters. Weâre pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day. đ  Well-funded and global. Annalise.ai has a global presence across APAC, EU and US regions. Weâre powered by Harrison.ai (raised Australiaâs largest Series B of $129m in 2021).đ Work with a bunch of awesome, genuine people who are passionate about what they do.đ»Â  Flexible and remote-friendly working.đ Make an impact. You wonât be another âcog in the wheelâ here. We give full trust and autonomy for you to be heard, to work on big & complex projects â and to make a real difference.  đ±Â Grow your career with us. Weâre big believers in lifelong learning. Youâll be given a $1000 personal L&D budget, access to LinkedIn Learning, plus opportunities for internal mobility and leadership training to fast-track your career. đ  Generous parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.  About Your Role Note:âŻAs 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. The successful applicant needs to be located within the Pacific time zone. As a Support Escalation Engineer withinâŻAnnalise.ai, you are responsible for providing exceptional Level 2+ customer support, triaging issues, performing upgrades, acting as an escalation point for other support engineers, owning the internal escalation pathway, 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. You will play a critical role in delivering high-quality customer support, and managing upgrades, as well as triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows.Â
What You'll Do:
Provide Level 2+ technical support, managing customer technical issues, serving as an escalation point to other support engineers, and escalating as necessary to relevant internal teamsÂ
Provide in-depth support of cloud-based components of the platform, in addition to on-premises componentsÂ
Perform customer software and operating system updates and upgrades in a timely and effective mannerÂ
Assist the regional Customer Deployment team in deploying the Annalise Enterprise solutions, including software installation and configuration, as required from time-to-timeÂ
Take ownership of feedback and complaints on behalf of the customer through the internal feedback/complaint processÂ
Triage and provide support to cross functional teams for internal project work as requiredÂ
Take ownership and manage customer cases, ensuring strict case management, and adhering to customer SLAsÂ
Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomesÂ
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 teamÂ
Deliver solutions to both technical and non-technical users, ensuring clarity and effective communication.Â
Maintain close communication with customers regarding ongoing support tasks, managing expectations, and ensuring customer satisfactionÂ
Troubleshoot and diagnose customer issues using available resources, such as documentation, knowledge base articles, and internal support toolsÂ
Identify and take ownership of opportunities for improvement of available resources for supportÂ
Document troubleshooting steps, problem resolution processes, and root cause analysis for customer issuesÂ
Work closely with internal teams, including customer success, engineering, product, and quality, to resolve complex issues and maintain customer satisfactionÂ
Drive continuous improvement in the support process by identifying opportunities for enhancements in workflow, systems, and toolsÂ
Adhere to all GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelinesÂ
What You Bring:
Results-driven with a strong dedication to delivering outstanding customer supportÂ
3+ years of experience in healthcare informatics and/or medical imaging informatics technologiesÂ
Experience with Linux operating systemsÂ
Experience with containerization platforms (e.g., Docker, Kubernetes)Â
Familiarity with customer support case management tools (e.g., Salesforce Service Cloud, Jira)Â
Experience with healthcare information protocols, standards, and systems (e.g., HL7, DICOM, PACS, EHR, and RIS)Â
Excellent verbal and written communication skillsÂ
Self-motivated with the ability to work independently, with a high level of self-discipline and attention to detailÂ
Nice To Haves:
Computer science degree or similar discipline desirableÂ
Familiarity with AWS and VMWare (certifications preferable)Â
Experience with healthcare workflow engines (e.g., Mirth Connect, Cloverleaf)Â
Strong customer engagement and relationship-building skillsÂ
Demonstrated organizational, analytical, and decision-making skillsÂ
Ability to handle multiple concurrent tasks/activities and meet customer expectationsÂ
What weâre about We're problem solvers, redefining whatâs possible in medical imaging through AI Technology. Our mission is to raise the standard of healthcare for millions of patients every day. Yes, weâre a technology company and yes, weâre leveraging the latest AI technologies, but people are at the heart of everything we do. Annalise.ai was formed in early 2019, powered by Harrison.ai. Since then, weâve scaled rapidly and weâre focused on creating AI solutions that help radiologists diagnose medical images. Our first product, the world's most comprehensive AI clinical decision-support solution for chest x-rays, is already in made available to 1 in 2 radiologists in Australia and rolling out to hundreds more, globally. This solution is capable of detecting 124 findings and was recently featured in a peer-reviewed publication, Lancet Digital Health journal. And weâre just getting started.  Help us shape the future of AI in medical imaging. And most importantly, help us make a real difference in peopleâs lives.   Whatâs next?If youâre 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. Diversityâs not a buzzword here, itâs in our DNA. Diverse perspectives shape our culture and make our work better. Thatâs why weâre committed to building inclusive teams that represent a variety of backgrounds and skills. If you need any reasonable adjustments, accessibility assistance or would like to note which pronouns you use at any stage of our hiring process, just contact us at accommodations: people@annalise.ai. We look forward to hearing from you.
