Support Escalation Engineer

Summary

Join Annalise.ai, a global AI software company pioneering medical image diagnosis, and make a real difference in healthcare. As a Support Escalation Engineer, you will provide exceptional Level 2+ customer support, manage upgrades, triage technical issues, and escalate to relevant teams. You will play a critical role in delivering high-quality support, managing customer cases, and ensuring adherence to SLAs. This position offers flexible and remote-friendly work, a $1000 personal L&D budget, access to LinkedIn Learning, and opportunities for career growth. Generous parental support, including 16 weeks of paid parental leave and $10,000 for egg or sperm freezing, is also provided. The role requires participation in an on-call roster to ensure 24/7 support coverage within the Pacific time zone.

Requirements

• Results-driven with a strong dedication to delivering outstanding customer support
• 3+ years of experience in healthcare informatics and/or medical imaging informatics technologies
• Experience with Linux operating systems
• Experience with containerization platforms (e.g., Docker, Kubernetes)
• 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
• Self-motivated with the ability to work independently, with a high level of self-discipline and attention to detail

Responsibilities

• Provide Level 2+ technical support, managing customer technical issues, serving as an escalation point to other support engineers, and escalating as necessary to relevant internal teams
• Provide in-depth support of cloud-based components of the platform, in addition to on-premises components
• Perform customer software and operating system updates and upgrades in a timely and effective manner
• Assist the regional Customer Deployment team in deploying the Annalise Enterprise solutions, including software installation and configuration, as required from time-to-time
• Take ownership of feedback and complaints on behalf of the customer through the internal feedback/complaint process
• Triage and provide support to cross functional teams for internal project work as required
• 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
• Participate in an on-call roster to provide exceptional service to customers with a potential view to extend to shift work to enable 24x7 coverage within the global support services team
• 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
• Identify and take ownership of opportunities for improvement of available resources for support
• Document troubleshooting steps, problem resolution processes, and root cause analysis for customer issues
• Work closely with internal teams, including customer success, 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
• Adhere to all GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelines

Preferred Qualifications

• Computer science degree or similar discipline desirable
• Familiarity with AWS and VMWare (certifications preferable)
• Experience with healthcare workflow engines (e.g., Mirth Connect, Cloverleaf)
• Strong customer engagement and relationship-building skills
• Demonstrated organizational, analytical, and decision-making skills
• Ability to handle multiple concurrent tasks/activities and meet customer expectations

Benefits

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