Service Delivery Engineer

Summary

Join a pioneering AI software company that's changing the standard of healthcare for millions of patients every day. As a Service Delivery Engineer, you'll be responsible for ensuring clients receive the best implementation and support experience for Annalise Enterprise solutions.

Responsibilities

• Implement all Annalise Enterprise solutions as part of the project managed implementation team
• 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