Service Delivery Engineer

Summary

Join Annalise.ai's Global Services Operations team as a Service Delivery Engineer and contribute to the implementation and support of cutting-edge AI-driven medical devices. You will ensure clients receive optimal implementation and support experiences for Annalise Enterprise solutions. Responsibilities include software installation, configuration, system testing, customer training, and remote support. The role requires strong technical skills, experience in healthcare informatics, and excellent communication abilities. Annalise.ai offers a flexible and remote-friendly work environment, a generous parental leave policy, and a personal L&D budget. This position plays a vital role in scaling medical predictions globally and improving patient outcomes.

Requirements

• Professionally conversant in German and English language
• Computer science degree or similar discipline
• Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint)
• Familiarity with systems such as AWS and VMWare (certifications preferable)
• Previous experience in roles such as System Admin or Infrastructure Engineer
• Results driven and dedicated to delivering outstanding work. Manage own time, self-motivated, with a high level of self-discipline, patience, flexibility and attention to detail
• 5+ years of service experience in healthcare informatics and/or medical imaging informatics technologies
• Experience with installing and maintaining Linux operating systems
• Experience with configuration and scripting (bash or python)
• Knowledge of DNS, TCP/IP and other networking concepts
• Experience with healthcare information protocols, standards, and systems, (e.g., HL7, DICOM, PACS, EHR, and RIS)
• Willingness to learn new technologies with an eagerness to constantly improve your technical skills
• Excellent verbal and written communication skills required
• Ability to work in challenging international, multinational, cross functionally and cross-cultural teams to ensure a win-win environment with Annalise.ai's partners and customers
• Willingness to travelling up to 25% of the year

Responsibilities

• Implement all Annalise Enterprise solutions as part of the project managed implementation team. This includes software installation, configuration, and system testing
• Communicate and liaise with the customer and internal teams for detailing project requirements
• Plan and train customer staff in the support of the Annalise Enterprise solutions
• Remotely build, configure, and manage Ubuntu Linux enterprise systems
• Work with various healthcare industry vendor partners to create and maintain integrations required for our customer base
• Maintain and assist managing test environments for problem replication
• Deliver effective and high-quality technical support (Level 2 and 3) to our growing customer base, delivering solutions to both technical and non-technical end users
• Provide remote support, troubleshooting, and issue resolution for annalise.ai customers and the annalise.ai sales team to facilitate the successful use of the Annalise Enterprise solutions
• Troubleshoot and diagnose customer issues using a variety of resources, including documentation, knowledgebase articles, known issues list, and the wider technical teams via email/phone/chat
• Own and manage customer cases and customer expectations effectively and professionally. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects
• Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues without supervision which enables customers to maximise their use of the Annalise Enterprise solutions
• Maintain close communication with customers regarding ongoing support tasks and resolving escalated customer complaints without the need for team lead intervention
• Manage escalation to Level 4 support when required by taking ownership of technical issues and working with our development group to resolve more advanced issues when necessary
• Document troubleshooting and problem resolution steps including root cause analysis
• Act as technical expert within the region: work cross-functionally within the organisation, assisting sales and pre-sales with proposals, and preparing equipment for trade shows and client demonstrations
• Ensure all work is clearly documented in line with organisational policies and regulatory guidelines in a timely manner
• Work effectively with colleagues and customers by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication
• Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions
• Maintain proficiency as needed and approved by attending trainings, reading job-related materials, and meeting with others in area of responsibility
• Drive continuous improvement of current delivery and support framework, systems and processes
• Adhere to all HIPAA, PHI, ISO and all appropriate regulatory guidelines

Preferred Qualifications

• Experience with healthcare workflow engines (e.g., Nextgen Connect)
• Experience with containerisation platforms (e.g., Docker, Kubernetes)
• Strong customer engagement and relationship building skills
• Demonstrated strong organisational, analytical, and decision-making skills
• Ability to work on multiple concurrent tasks/activities and meet customer expectations
• Able to work independently, with a self-starter attitude, and as part of a wider team

Benefits

• Flexible and remote-friendly working
• $1000 personal L&D budget
• Access to LinkedIn Learning
• Opportunities for internal mobility and leadership training to fast-track your career
• Generous parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing