Support Engineer — The Rocks, Sydney

This is a Support Engineer role with one of the leading companies in AU right now Harrison.ai with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Harrison.ai 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. As a Support Engineer within Annalise.ai you 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. You 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. What You'll Do: - Provide Level 2 technical support, managing customer technical issues, and escalating as necessary to relevant internal teams, - Perform customer software 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 and manage customer cases, ensuring strict case management, and adhering to customer SLAs, - Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomes, - Deliver solutions to both technical and non-technical users, ensuring clarity and 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, problem resolution processes, and root cause analysis 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, and - 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, - 3 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, EHR, and RIS), - Excellent verbal and written communication skills, and - 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), - Experience with containerization platforms (e.g., Docker, Kubernetes), - Strong customer engagement and relationship-building skills, - Demonstrated organizational, analytical, and decision-making skills, and - Ability to handle multiple concurrent tasks/activities and meet customer expectations. If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Harrison.ai. ✅ Applying here is the first step in the hiring process for this role at Harrison.ai. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.