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Technical Support Specialist at Harrison.ai

Sydney, NSW and Remote

Apply to Harrison.ai

We're problem solvers, driven by a simple desire to do work that matters. We're constantly evolving ourselves and leveraging the latest AI technologies to create elegant, innovative solutions across the medical imaging sector.
 
Annalise.ai was formed through a unique partnership between Harrison.ai and Australia's largest medical imaging service provider, I-MED Radiology Network. Leveraging our diverse and extensive medical imaging dataset, Annalise.ai is developing tools to assist Radiologists by seamlessly integrating into their current workflow to provide diagnostic support. Our suite of comprehensive AI-solutions will support radiologists during their end-to-end process of imaging interpretation. 

About your role

We are in an exciting phase of rapid growth at Annalise.ai and as we continue to grow, we have identified the need to find a motivated Technical Support Specialist to help lead our planned expansion and marketing strategies within Australia and beyond.
 
As Technical Support Specialist with our team at Annalise.ai, you will be responsible for providing Tier 2 remote support to our customers when it comes to diagnosing, troubleshooting and implementing solutions to technical issues. You will work in partnership with our customers to resolve their technical issues, thereby ensuring a high level of customer satisfaction. In addition, part of your role will also involve giving technical training to our customers' IT support team to ensure they have the relevant skills and knowledge needed to support Tier 1 issues. You will play an integral role in our support team, ensuring we deliver an exceptional customer experience at all times.

In joining our exciting, agile and fast-growing company – you will be given the autonomy and rare opportunity to truly make your mark on our Technical Support evolution. With our growth plan becoming more sophisticated through new product launches across worldwide target markets, with scale comes new problems and new challenges to solve - and so you are not just thinking about what we need to do now, but also you are dreaming about what Annalise.ai will look like years from now. Through building scalable support processes, you will play a vital role in helping us to achieve our goal of scaling medical predictions globally to improve patient outcomes and make a positive impact for the world. 

Note: for this role, we are very open to consider qualified remote candidates who are based anywhere within Australia or Singapore. 

What you'll do:

  • Troubleshoot escalated technical issues to identify root cause and determine appropriate solutions, engaging internal teams where necessary to investigate and resolve issues;
  • Work with customers to deploy and configure the Annalise application on their infrastructure;
  • Respond to customer enquiries and develop Action Plans in line with SLA requirements;
  • Capture, log and track all customer enquiries in Service Cloud which can be monitored and reported internally and externally in accordance with SLA requirements;
  • Support the technical training program development including contributing to updating Admin Guides, training materials and technical FAQs;
  • Develop and maintain internal troubleshooting guidelines and tools including authoring knowledge base articles to help standardise problem resolution steps and procedures for resolving common or unique issues;
  • Lead the planning and delivery of training to customer IT support teams to ensure personnel have the appropriate knowledge to support Tier 1 issues within their clinic or hospital site(s); and
  • Interface with internal stakeholders including Product and Development teams to provide voice of customer for all technical aspects of the product.

What will help you succeed:

  • Strong experience with Linux server set-up, configuration and scripting (bash or python);
  • Experience with healthcare information protocols, standards and systems, including IHE, HL7, DICOM, PACS, EHR, and RIS;
  • Experience working in a similar role focussed on troubleshooting medical software;
  • Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint) preferred;
  • SQL experience; 
  • Great customer engagement and relationship building skills; and 
  • Customer Obsessed – the customer is at the heart of your work.

Nice to have (but not essential): 

  • Previous experience as a System Admin or Infrastructure Engineer;
  • Experience with enterprise networks;
  • Experience with containerisation platforms (preferably Docker/Kubernetes); 
  • Familiarity with AWS and VMWare (certifications preferable); and
  • Bachelor Degree level education in engineering, IT or equivalent.

Why you'll enjoy working here:

  • Do work that matters - we are pioneering innovative and cutting edge AI technologies across the medical imaging sector to help make a real, positive impact on patient outcomes and lives.
  • Flexible work - we value life at work and life outside of work! Plenty of flexible and remote work options available with us. For this role, we will also consider qualified remote candidates who are based anywhere within Australia or Singapore.
  • Grow your career with us – you'll be given a high degree of autonomy to make your mark in this role. In addition, we are big believers in lifelong learning and will support you to cross-skill in whichever direction you may choose to enhance your career.
  • We're a start-up with a unique culture - with inclusive social activities, wellbeing initiatives and collaborative team events, we celebrate achievements together and take care of our people.

What's next?

Thank you for considering this opportunity with us! If this role is of interest to you, please apply now and we'll look forward to reviewing your application shortly.

About Harrison.ai

Office address

  • 60 Margaret Street, Sydney CBD, NSW, 2000

Company size

11-50 people

Founded in

2015

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