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.