Our unique cloud SaaS platform leverages advanced FDA cleared AI diagnostics to unlock complex cardiovascular conditions, including heart failure, cardiac amyloidosis, and more. We have established a world-class clinical evidence base with over 25 peer-reviewed publications, global collaborations with leading academic institutions and healthcare providers, and pivotal partnerships with life sciences organizations focused on drug development and commercialisation.

Ultromics is backed by some of the world’s most influential healthcare and technology VC investors, including Google Ventures (GV), Optum Ventures (UnitedHealth Group), Blue Venture Fund (Blue Cross Blue Shield), and other leading U.S. and U.K.-based funds. These strategic partnerships accelerate our access to healthcare systems, payers, and life sciences organisations, and support our ambition to reshape cardiovascular care on a global scale.

Ultromics is one of the first AI echocardiography solutions to achieve Category III CPT reimbursement from CMS in the U.S., unlocking a scalable commercial pathway and accelerating adoption in routine clinical care. Our growing product portfolio includes tools for disease detection, disease progression assessment, and treatment eligibility evaluation.

We are now expanding our reach, integrating into major healthcare systems and advancing partnerships with life sciences, pharma, and medtech companies to support drug trials and post-market surveillance. Our platform is poised to become the standard in AI-driven cardiovascular diagnostics, enabling better outcomes for patients and more efficient care delivery for providers.

Why Join Us?

• Be part of a mission-led company tackling one of the world’s biggest health challenges: heart failure
• Contribute to cutting-edge AI technologies backed by robust research, regulatory clearances, and reimbursement pathways
• Collaborate with a passionate, multi-disciplinary team of clinicians, scientists, engineers, and commercial experts
• Work at the intersection of healthcare, AI, and medical imaging with opportunities to shape the future of diagnostics
• Join us and help change the future of heart health — making cardiovascular disease more detectable, treatable, and survivable for patients everywhere.

Your Role

We are looking for a US based (Customer) Support Analyst who will be responsible for maintaining superior customer service levels and operational excellence. Working closely with our Director of Infrastructure and Support, you will be involved in creating and adopting service processes and policies. The successful candidate will have demonstrable understanding of the Healthcare IT field and come with experience working in a customer-facing role providing IT support through first and second line helpdesk processes. You will have excellent customer service skills and be able to communicate effectively with teams both internally and externally. With a strong technical background, you will manage incident logs and the ticketing system and will be a point of contact for customer support issues.

Your Responsibilities

• Provide technical support to customers and internal teams based in both the US and UK during US working hours.
• Maintain superior customer service levels and operational excellence.
• Handle 1st and 2nd line support requests via tickets or e-mail.
• Manage reporting of complaints and feedback from customers.
• Make sure all customer issues are managed to the highest standard of quality and professionalism and within SLA.
• Understand clinical workflows and maintain relevant documentation.
• Create and manage system documentation and knowledgebase articles.
• Measure, report and improve customer satisfaction.
• Liaise with internal development teams and external support to resolve client issues effectively.
• Ensure internal and external customer expectations are met.
• Manage and support the Ultromics DICOM routers.
• Support the Ultromics HL7 integration engine and assist in new customer onboarding and integrations.
• Coordinate end-to-end logistics for user laptops, including provisioning, shipping, receiving, and secure data wiping, in collaboration with the IT team.
• Proactively monitor and maintain the service IT environment for live customers to ensure availability and high levels of service.
• Collaborate with the platform development team to test and validate new software releases and code changes, ensuring functionality, performance, and stability across environments.
• Support for research projects, including de-identifying and indexing datasets, processing data through AI pipelines, and conducting detailed analysis to generate insightful reports for internal teams and external clients.
• Contribute to team system and technical training.
• Follow good information governance practice throughout this job role and ensure compliance with Ultromics’ information security and data protection policies in all applicable assigned tasks.
• This list of duties is not exhaustive, and the post holder may be asked to carry out other duties through discussion with their line manager.

Requirements

Your skills and experience:

• Experience of using a helpdesk ticketing system.
• Previous experience of working in a customer facing environment.
• Experience of case management and the ability to manage your own time.
• Proven ability with data analytics and SQL databases.
• Proficiency in managing virtual machines and Windows Server environments, with networking skills including firewall configuration, VPN setup, and troubleshooting connectivity issues.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Effective, resilient, approachable, and action-oriented.
• Evidence of proactive and flexible approach to work.
• Excellent relationship building skills.
• Ability to communicate technical information to a wide range of end-users and clients.
• Experience of handling complaints and complex queries.

Your desired skills and experience:

• Understanding of DICOM imaging and the DICOM protocol.
• Degree level or equivalent level of experience.
• Experience managing I.T. infrastructure in a public cloud environment e.g. Azure, AWS, Google Cloud.
• Experience in a venture capital-backed start-up
• Clinical/healthcare background.
• Scripting skills (C# desirable)
• Experience in a similar role, working in a highly time sensitive, technical customer support role
• Experience using Windows desktop, Mac OS X, Office 365
• Experience in previous roles with Mac and PC hardware, printers, scanners, computer peripherals and mobile devices (IOS/Android)
• 2 years+ working in a windows/Mac environment

Our Benefits

We are committed to promoting work-life balance and offer a range of benefits to encourage this, including:

• Bonus scheme
• Unlimited vacation
• Two additional paid Company holidays in December (if they fall on Monday-Friday)
• Flexible working hours
• 401k
• Health insurance
• Paid holiday
• Fitness-incentive benefit
• Employee referral reward
• Generous personal learning budget on our online learning marketplace, Learnerbly
• Employee Assistance Program

Our Values

We start with compassion; We do this by communicating with empathy and welcoming different opinions and experiences. This means we can better identify and leverage each other’s strengths and talents to deliver. We are inclusive and are always mindful of our colleagues’ wellbeing.

We spark creativity; We do this by being adventurous, curious and innovative in spirit. Whilst also helping each other to evolve and progress. This means we question the status quo and, by doing so, shape our business and influence the field of science and healthcare.

We show courage; We do this by stepping out of our comfort zone, welcoming challenges and encouraging feedback at all times. This means we are relentless in our pursuit of excellence to grow a progressive, responsible and transformational culture.

We stay connected; We do this by relying on the increasingly connected globe to unleash learning support and teamwork from anyone and anywhere.This means we collaborate with healthcare professionals, patients and partners to stay ahead of the curve. We depend on each other and grow together as one team.

We serve our customers; We do this by honouring our commitments, listening and responding to our internal and external customers’ needs. This means we are a trusted partner in the support of advancing healthcare in Echocardiography, support each other's needs and make a meaningful contribution to people’s lives.