Support Engineers within Annalise.ai 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.

What You'll Do

• Provide Level 2 technical support, managing customer technical issues, and escalating as necessary to relevant internal teams
• Perform customer software and operating system updates and 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 of and manage support cases, ensuring strict case management aligned to customer SLAs
• Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomes
• 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 team
• Deliver solutions to both technical and non-technical users, ensuring clarity via 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, resolution processes, and root cause analyses 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.
• 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
• 2+ 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, RIS)
• Excellent verbal and written communication skills.
• 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 Connect, Cloverleaf)
• Experience with containerization platforms (e.g., Docker, Kubernetes)
• Strong customer engagement and relationship-building skills
• Demonstrated organizational, analytical, and decision-making skills
• Ability to handle multiple concurrent tasks/activities and meet customer expectations

Why join us? 🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

🤝 Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.

🚀 Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact.

🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.

💻 Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.

🙌 Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.

What's next? If you’re 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. 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. We look forward to hearing from you.