Support Engineer

October 23

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harrison.ai

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Artificial Intelligence • SaaS • B2B

Harrison. ai is a medical imaging AI company that develops and deploys diagnostic artificial intelligence solutions for radiology. Its products—such as Harrison. ai Comprehensive Care—automate detection and triage for chest X‑rays and non‑contrast head CTs, surfacing critical and incidental findings rapidly within clinicians' existing workflows. The company focuses on improving clinical throughput, reducing diagnostic delays, and integrating AI into hospital and radiology provider systems across multiple countries.

51 - 200 employees

Founded 2018

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 Series B on 2021-12

📋 Description

• Provide Level 2 technical support, managing customer technical issues, and escalating as necessary to relevant internal teams • Perform customer software and operating system updates and 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 • Take ownership of and manage support cases, ensuring strict case management aligned 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 • Document troubleshooting steps, resolution processes, and root cause analyses for customer issues • Work closely with internal teams, including engineering, product, and quality, to resolve complex issues

🎯 Requirements

• 2+ 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, RIS) • Excellent verbal and written communication skills • Self-motivated with the ability to work independently

🏖️ Benefits

• Yearly L&D budgets • Mentoring • Hackathons • Secondments • WFH options • Flexible hours • Inclusive policies supporting families in every stage