Support Engineer – Teleradiology

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harrison.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

💰 Series B on 2021-12

Healthcare • Artificial Intelligence • SaaS

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.

📋 Description

• Provide Level 2 support to US radiologists and clinical teams across reading workstations, diagnostic viewers, PACS, and RIS • Troubleshoot HL7 v2.x interfaces, MLLP transport, ACK/NACK semantics, patient identifiers, accession mapping, and order-to-report matching • Troubleshoot DICOM connectivity and image routing, including C-STORE, C-FIND, C-MOVE, AE titles, ports, and prior study retrieval • Manage patient identity, including ADT A40 merges and duplicate or mismatched MRNs • Perform daily interface reconciliation and requeue or resend failed deliveries • Maintain integration infrastructure, Linux edge nodes, routing rules, transforms, VPN tunnels, FHIR retrieval, and facility onboarding • Own Level 2 Salesforce cases end to end against customer SLAs • Triage feedback, complaints, safety complaints, and suspected patient harm • Diagnose study eligibility failures and ingest-to-result issues for SaaS AI products • Investigate suspected over-call and under-call reports, product errors, customer configurations, and version differences • Provide Level 1 and Level 2 corporate IT support across Windows, macOS, and Linux • Administer business SaaS applications, identity providers, SSO, MFA, conditional access, Intune, Jamf, endpoint security, devices, onboarding, and offboarding • Coordinate incidents across Harrison.ai, vendors, and customer facilities • Meet SEV-1 to SEV-4 response and restoration objectives, manage ITSM cases, and author root cause analyses • Operate Google Cloud and AWS infrastructure and support migration to managed Kubernetes • Maintain HIPAA, GDPR, PHI, ISO, information security, and regulated change-control obligations • Write runbooks and participate in a 24/7 on-call rotation

🎯 Requirements

• 4+ years in a technical support role spanning end user IT and production systems • 2+ years supporting clinical systems such as PACS, RIS, EMR/EHR, or clinical integration engines in healthcare or radiology • Demonstrated HL7 v2.x troubleshooting across ADT, ORM, ORU, MDM, and DFT, including MLLP, ACK/NACK semantics, and failed-delivery requeue • Demonstrated DICOM troubleshooting with C-STORE, C-FIND, C-MOVE, AE titles, and port configuration • Hands-on experience configuring healthcare integration engines and authoring routing rules, transforms, and field mappings • Experience providing Level 2 external customer support against contractual SLAs, with case ownership and escalation management • Experience supporting internal users and corporate applications, including onboarding, offboarding, asset management, and device management • Strong Microsoft 365 knowledge, including Entra ID • Linux server administration using Ubuntu LTS or RHEL • Production workload experience on Google Cloud or AWS • Site-to-site VPN experience using IPsec or equivalent • Federated single sign-on across more than one identity provider • Strong HIPAA and healthcare data security understanding • Experience with a formal incident severity model • Ability to switch between clinical, customer, and internal work • Willingness to join a 24/7 on-call rotation • Preferred: Konica Minolta Exa Platform and Exa Viewer or comparable PACS/RIS • Preferred: Interlinx or comparable integration engines and EMR/EHR integrations such as Epic, Cerner, or Meditech • Preferred: Commercial SaaS or medical device customer support and medical device complaints/post-market surveillance • Preferred: Multiple PACS/RIS vendors, third-party incident coordination, and distributed edge nodes • Preferred: FHIR, containerization, Kubernetes, VMware, observability, OpenTelemetry, Python, Bash, or PowerShell • Preferred: Salesforce Service Cloud, Jira Service Management, regulated change control, and healthcare security frameworks • Preferred: Teleradiology operations, radiology workstation hardware, diagnostic monitor calibration, and a degree in IT or Computer Science or equivalent practical experience • Ability to work prolonged periods at a computer and communicate clearly by phone, video, and writing during time-critical incidents • Ability to occasionally lift and set up IT equipment weighing up to 25 pounds • Ability to travel occasionally and work outside standard business hours as part of on-call rotation

🏖️ Benefits

• Yearly L&D budgets • Mentoring • Hackathons • Secondments • Transparent growth framework • WFH options • Flexible hours • Autonomy • Inclusive policies supporting fertility, parenthood, loss, and grandparenthood • Global team collaboration • Equal Opportunity Employer