[Hiring] Support Engineer @Harrison.ai

Role Description

This Support Engineer role sits within our Service Excellence Squad and is the primary support presence for Harrison.ai in the United States. It bridges three areas of the business, each supported equally, and you will move across all three daily:

• Harrison.ai Services and Frontier Radiology: 24/7 teleradiology business, where US radiologists read critical diagnostic imaging studies remotely on a hosted clinical platform.
• Harrison.ai SaaS AI products: Commercial AI medical imaging products deployed into customer environments, providing Level 2 customer support against contractual SLAs.
• Corporate IT: Internal users and business applications across the company, covering end user devices, software administration, identity management, and onboarding.

These are three genuinely different kinds of work:

• Clinical support is about speed and patient safety.
• Product support is about customer relationships, case ownership, and SLA discipline.
• Corporate IT is about keeping our own people productive.

Harrison.ai hosts and operates the clinical stack behind the teleradiology service, and because we act as the service integrator, you will often be the person who determines where a problem sits and drives it to resolution across our platform, vendor systems, and customer networks. This is a newly created role in a growing US footprint, so expect to learn several systems quickly and to be comfortable with ambiguity while things settle.

What You'll Do:

• Harrison Services and Frontier Radiology - teleradiology operations:
  • Provide Level 2 support to US radiologists and clinical teams.
  • Troubleshoot HL7 v2.x at segment level.
  • Troubleshoot DICOM connectivity and image routing.
  • Manage patient identity across the integrated stack.
  • Perform daily interface reconciliation.
  • Maintain the integration layer.
• Harrison.ai SaaS AI products - customer support:
  • Own Level 2 cases end to end in Salesforce.
  • Complete feedback and complaint triage on every case.
  • Determine study eligibility failures from the DICOM header.
  • Diagnose the ingest-to-result path.
  • Triage suspected over-call and under-call reports.
  • Manage per-customer version state and clinical configuration.
• Corporate IT - internal users and applications:
  • Provide Level 1 and Level 2 support across various platforms.
  • Administer business SaaS applications.
  • Administer federated single sign-on and multi-factor authentication.
  • Manage end user devices through Microsoft Intune and Jamf.
  • Administer endpoint security across the fleet.
  • Run employee onboarding and offboarding.
• Across all three areas:
  • Act as first-line incident coordinator.
  • Meet response and restoration objectives under a SEV-1 to SEV-4 model.
  • Operate hosted cloud infrastructure on Google Cloud and AWS.
  • Maintain HIPAA compliance and adhere to GDPR, PHI, and ISO obligations.
  • Comply with all company policies and procedures.

Qualifications

• 4+ years in a technical support role spanning end user IT and production systems.
• 2+ years supporting clinical systems in healthcare or radiology.
• Demonstrated HL7 v2.x troubleshooting.
• Demonstrated DICOM troubleshooting.
• Hands-on experience configuring a healthcare integration engine.
• Experience providing Level 2 support to external customers.
• Experience supporting internal users and corporate applications.
• Linux server administration experience.
• Strong HIPAA and healthcare data security understanding.
• Willingness to join a 24/7 on-call rotation.

Requirements

• Preferred experience with Konica Minolta Exa Platform or comparable enterprise PACS/RIS.
• Experience with healthcare integration engines.
• Experience supporting a commercial SaaS or medical device product.
• Working across multiple PACS and RIS vendors.
• Knowledge of FHIR, containerization, and Kubernetes.
• Experience with case management tooling.
• Teleradiology operations experience.
• Degree in IT, Computer Science, or equivalent practical experience.

Benefits

• Innovate for Global Good.
• Collaboration Across Continents.
• Well-Funded & Global.
• Scale Your Potential.
• Flex for Life.
• Support for Every Family Journey.

Company Description

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.