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 and internal teams receive optimal support for Annalise Enterprise solutions, providing both on-site and remote assistance. Responsibilities include software installation, configuration, troubleshooting, and training. The role requires strong technical skills, experience in healthcare informatics, and excellent communication abilities. Annalise.ai offers a flexible and remote-friendly work environment, along with generous parental leave and a personal L&D budget. This position offers the opportunity to make a significant impact on the healthcare industry and grow your career within a rapidly expanding global company.

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