Support Engineer

About Us

At Annalise.ai, we are revolutionizing healthcare with AI-powered solutions that enhance medical imaging diagnostics. As a Support Engineer, you will play a crucial role in ensuring seamless technical support, troubleshooting, and system upgrades. This position offers the opportunity to work in a fast-paced environment where your contributions will make a real impact on global healthcare.

Support Engineer – Role Overview

As a Support Engineer, you will be responsible for providing Level 2 technical support, triaging customer issues, and managing upgrades. Your expertise will contribute to optimizing healthcare AI solutions, ensuring efficiency and high-quality outcomes.

Key Responsibilities

• Deliver Level 2 technical support and escalate issues as necessary.
• Perform timely software upgrades for customers.
• Triage customer technical issues, feedback, and complaints.
• Support internal teams with project-related troubleshooting.
• Manage customer cases, ensuring adherence to SLAs.
• Monitor support activity and maintain high service quality.
• Provide technical guidance to both technical and non-technical users.
• Maintain customer satisfaction through proactive communication.
• Troubleshoot and document resolutions for customer issues.
• Collaborate with engineering, product, and quality teams to resolve complex problems.
• Identify opportunities to enhance support workflows and tools.
• Adhere to GDPR, HIPAA, ISO, and other regulatory requirements.

Required Skills & Experience

• 3+ years in healthcare informatics or medical imaging technologies.
• Proficiency in Linux operating systems.
• Experience with case management tools (Salesforce, Jira).
• Familiarity with healthcare protocols (HL7, DICOM, PACS, EHR, RIS).
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.

Preferred Qualifications

• Computer science degree or related field.
• Experience with AWS, VMware, or containerization (Docker, Kubernetes).
• Knowledge of healthcare workflow engines (MIRTH).
• Strong customer relationship-building skills.

Join Annalise.ai and be part of an innovative team shaping the future of AI in healthcare!