Support Engineer | Teleradiology

Overview

Support Engineer for Harrison.ai’s US teleradiology and related SaaS/IT systems, acting as primary support across clinical, product, and corporate IT areas.

What you'll do

• Provide Level 2 support to US radiologists and clinical teams.
• Troubleshoot HL7 v2.x segment-level issues and MLLP transport behaviors.
• Troubleshoot DICOM connectivity, routing, and prior study retrieval (C-STORE/C-FIND/C-MOVE).
• Own Level 2 customer support cases end to end in Salesforce against contractual SLAs.
• Act as first-line incident coordinator and drive issues through to resolution.
• Operate hosted cloud infrastructure on Google Cloud and AWS with monitoring/alerting and support migration to managed Kubernetes.

What you'll need

• 4+ years in a technical support role across end-user IT and production systems on Windows, macOS, and Linux.
• 2+ years supporting clinical systems (PACS, RIS, EMR/EHR, or clinical integration engines) where downtime impacts patient care.
• Demonstrated HL7 v2.x troubleshooting across ADT, ORM, ORU, MDM, and DFT, including MLLP and ACK/NACK semantics.
• Demonstrated DICOM troubleshooting including C-STORE/C-FIND/C-MOVE and AE title/port configuration.
• Experience configuring a healthcare integration engine via routing rules, transforms, and field mappings (not only vendor escalation).
• Experience providing Level 2 support to external customers against contractual SLAs.
• Linux server administration experience (Ubuntu LTS or RHEL), production workloads on Google Cloud or AWS, and site-to-site VPN (IPsec or equivalent).
• Willingness to join a 24/7 on-call rotation.

Details

• Primary support presence in the United States.
• Work mode: Remote, USA.
• Work includes a 24/7 on-call rotation.