Support Engineer | Teleradiology

Harrison.ai

11d•Hybrid

About The Position

This Support Engineer role sits within our Service Excellence Squad and is the primary support presence for Harrison.ai in the United States. It bridges three areas of the business, each supported equally, and you will move across all three daily: Harrison.ai Services and Frontier Radiology - our 24/7 teleradiology business, where US radiologists read critical diagnostic imaging studies remotely on a hosted clinical platform we operate. Harrison.ai SaaS AI products - our commercial AI medical imaging products deployed into customer environments, where you provide Level 2 customer support against contractual SLAs. Corporate IT - our internal users and business applications across the company, covering end user devices, software administration, identity management and onboarding. These are three genuinely different kinds of work. Clinical support is about speed and patient safety - a radiologist who cannot open a study is a patient waiting for a diagnosis. Product support is about customer relationships, case ownership and SLA discipline. Corporate IT is about keeping our own people productive. Harrison.ai hosts and operates the clinical stack behind the teleradiology service, and because we act as the service integrator you will often be the person who determines where a problem sits and drives it to resolution across our platform, vendor systems and customer networks. This is a newly created role in a growing US footprint, so expect to learn several systems quickly and to be comfortable with ambiguity while things settle.

Requirements

4+ years in a technical support role spanning end user IT and production systems, supporting Windows, macOS and Linux
2+ years supporting clinical systems (PACS, RIS, EMR/EHR or clinical integration engines) in healthcare or radiology, where downtime directly impacts patient care
Demonstrated HL7 v2.x troubleshooting across ADT, ORM, ORU, MDM and DFT, including MLLP, ACK/NACK semantics and requeue of failed deliveries
Demonstrated DICOM troubleshooting - C-STORE, C-FIND, C-MOVE, AE title and port configuration - and diagnosis of image routing and retrieval failures
Hands-on experience configuring a healthcare integration engine, authoring routing rules, transforms and field mappings directly rather than escalating all configuration to a vendor
Experience providing Level 2 support to external customers against contractual SLAs, with case ownership and escalation management
Experience supporting internal users and corporate applications - onboarding and offboarding, asset and device management - and strong Microsoft 365 knowledge including Entra ID
Linux server administration (Ubuntu LTS or RHEL), production workloads on Google Cloud or AWS, site-to-site VPN (IPsec or equivalent), and federated single sign-on across more than one identity provider
Strong HIPAA and healthcare data security understanding, experience working to a formal incident severity model, the ability to switch context between clinical, customer and internal work without dropping any of them
Willingness to join a 24/7 on-call rotation

Nice To Haves

Konica Minolta Exa Platform and Exa Viewer, or comparable enterprise PACS/RIS deployed in a hosted or cloud configuration
Interlinx or comparable healthcare integration engines (Mirth Connect, Cloverleaf, Rhapsody, Corepoint), and integrations with EMR/EHR platforms such as Epic, Cerner or Meditech
Supporting a commercial SaaS or medical device product in customer environments, and handling medical device complaints and post-market surveillance within a quality management system
Working across multiple PACS and RIS vendors, coordinating incidents owned by third parties, and supporting a fleet of distributed edge nodes across customer sites
FHIR, containerization and Kubernetes, VMware, observability and OpenTelemetry, and scripting (Python, Bash or PowerShell) for automation, log analysis and reconciliation
Case management tooling (Salesforce Service Cloud, Jira Service Management), change control in a regulated medical device environment, and healthcare-specific security frameworks
Teleradiology operations, radiology workstation hardware and diagnostic monitor calibration, and a degree in IT, Computer Science or equivalent practical experience

Responsibilities

Provide Level 2 support to US radiologists and clinical teams - reading workstations, diagnostic viewers, PACS and RIS - with priority response for anything interrupting clinical workflow
Troubleshoot HL7 v2.x at segment level across ADT, ORM, ORU, MDM and DFT, including MLLP transport, ACK/NACK semantics, patient identifier and accession mapping, and order-to-report matching failures
Troubleshoot DICOM connectivity and image routing - C-STORE, C-FIND, C-MOVE, AE titles and ports, prior study retrieval - and clinical document routing as HL7 MDM messages or DICOM Encapsulated PDF objects
Manage patient identity across the integrated stack, including ADT A40 patient merges and duplicate or mismatched MRNs
Perform daily interface reconciliation - identify errored, stalled or quarantined messages, requeue and resend failed deliveries, and verify study image completeness
Maintain the integration layer: Linux edge nodes at customer facilities, routing rules and transforms after vendor handover, site-to-site VPN tunnels, FHIR clinical history retrieval, and facility onboarding through procedure and CPT code mapping, SIT, UAT, go-live and hypercare
Own Level 2 cases end to end in Salesforce across product, technical, and quality-related case types, managing them to customer SLAs and reporting on performance
Complete feedback and complaint triage on every case within the timeframe required by our quality management system, classifying safety complaint, complaint or feedback, and escalating suspected patient harm immediately
Determine study eligibility failures from the DICOM header - slice thickness, series orientation and contiguity, anatomical coverage, patient age - and explain why the model correctly declined a study
Diagnose the ingest-to-result path: PACS auto-routing, C-STORE arrival, DICOM-tag model selection filters, reprocessing on late-arriving images, and result return as DICOM Secondary Capture, Structured Report or FHIR/HL7 triage notification
Triage suspected over-call and under-call reports against approved intended purpose, per-finding thresholds, configuration and version differences, and interpret product error codes to root cause and a customer-facing explanation
Manage per-customer version state and clinical configuration, and work cases arriving through distributor and PACS-marketplace partners, investigating with metrics and logs that deliberately carry no PHI or images
Provide Level 1 and Level 2 support via phone, email, Slack and portal across Windows, macOS and Linux, including remote and on-site hardware support
Administer business SaaS applications - Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone - including access permissions and authorizations
Administer federated single sign-on, multi-factor authentication and conditional access across multiple identity providers, including provisioning and group-to-role mapping
Manage end user devices through Microsoft Intune and Jamf - enrolment, configuration profiles, software deployment, patching and drivers across laptops and mobile devices
Administer endpoint security across the fleet, including endpoint detection and response, antivirus exclusions, and full-disk encryption on devices that may hold PHI
Run employee onboarding and offboarding including asset management and procurement, support corporate network connectivity for distributed staff, and carry out periodic access reviews and software license management
Act as first-line incident coordinator - classify severity, determine the responsible party across Harrison.ai, third-party vendors and customer facilities, and own the issue through to resolution
Meet response and restoration objectives under a SEV-1 to SEV-4 model, including a 30-minute initial response and 4-hour restoration for critical incidents, manage cases in our ITSM tooling to SLA, and author written root cause analyses
Operate hosted cloud infrastructure on Google Cloud and AWS with monitoring and alerting across systems and interfaces, and support migration of hosted workloads to managed Kubernetes
Maintain HIPAA compliance and adhere to GDPR, PHI and ISO obligations, apply change control appropriate to a regulated clinical environment, write runbooks for anything solved twice, and take part in an on-call rotation supporting 24/7 coverage
Comply with all company policies and procedures, including those relating to information security and your responsibilities within the Information Security Management System