Service Delivery Engineer - APAC
Sydney, Australia
Global Services Operations /
Full-time /
Remote
As part of our Global Services Operations team, you will use your knowledge in planning, implementing and supporting projects and your passion for technology to bring to market cutting-edge AI-driven medical devices that positively impact patient lives at scale.
Why join us?
💜 Do work that matters. We’re pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day.
🌏 Well-funded and global. annalise.ai has a global presence across APAC, EU and US regions. We’re backed by I-MED radiology and harrison.ai (raised Australia’s largest Series B of $129m in 2021).
🌟 Work with a bunch of awesome, genuine people who are passionate about what they do.
💻 Flexible and remote-friendly working
🚀 Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
🌱 Grow your career with us. We’re big believers in lifelong learning. You’ll be given a $1000 personal L&D budget, access to LinkedIn Learning, plus opportunities for internal mobility and leadership training to fast-track your career.
🙌 Generous parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.
🌈 Do your best work and have fun doing it with unlimited well-being leave, monthly meditations, inclusive team events, and lots more!
About the role
As a Service Delivery Engineer at Annalise.ai, you are responsible for ensuring that our clients, partners, and internal teams receive the best implementation and support experience for the use and integration of Annalise Enterprise solutions. This position will provide onsite and remote installation and configuration activities plus remote support, troubleshooting and issue resolution. You will play a key role in delivering great customer experiences through a successful implementation and followed up with responsive support that enables customers to maximise the use of the Annalise Enterprise solutions.
Through joining our exciting, agile and fast-growing organisation – you will be given the autonomy and rare opportunity to truly make your mark on our services evolution and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling medical predications globally to improve patient outcomes and make a positive impact for the world.
What you'll do:
- Implement all Annalise Enterprise solutions as part of the project managed implementation team. This includes software installation, configuration, and system testing.
- Communicate and liaise with the customer and internal teams for detailing project requirements.
- Plan and train customer staff in the support of the Annalise Enterprise solutions
- Remotely build, configure, and manage Ubuntu Linux enterprise systems
- Work with various healthcare industry vendor partners to create and maintain integrations required for our customer base
- Maintain and assist managing test environments for problem replication
- Deliver effective and high-quality technical support (Level 2 and 3) to our growing customer base, delivering solutions to both technical and non-technical end users.
- Provide remote support, troubleshooting, and issue resolution for annalise.ai customers and the annalise.ai sales team to facilitate the successful use of the Annalise Enterprise solutions.
- Troubleshoot and diagnose customer issues using a variety of resources, including documentation, knowledgebase articles, known issues list, and the wider technical teams via email/phone/chat.
- Own and manage customer cases and customer expectations effectively and professionally. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
- Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues without supervision which enables customers to maximise their use of the Annalise Enterprise solutions.
- Maintain close communication with customers regarding ongoing support tasks and resolving escalated customer complaints without the need for team lead intervention
- Manage escalation to Level 4 support when required by taking ownership of technical issues and working with our development group to resolve more advanced issues when necessary.
- Document troubleshooting and problem resolution steps including root cause analysis
- Act as technical expert within the region: work cross-functionally within the organisation, assisting sales and pre-sales with proposals, and preparing equipment for trade shows and client demonstrations
- Ensure all work is clearly documented in line with organisational policies and regulatory guidelines in a timely manner
- Work effectively with colleagues and customers by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.
- Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions.
- Maintain proficiency as needed and approved by attending trainings, reading job-related materials, and meeting with others in area of responsibility.
- Drive continuous improvement of current delivery and support framework, systems and processes
- Adhere to all HIPAA, PHI, ISO and all appropriate regulatory guidelines.
What we're looking for?
- Results driven and dedicated to delivering outstanding work. Manage own time, self-motivated, with a high level of self-discipline, patience, flexibility and attention to detail,
- 5+ years of service experience in healthcare informatics and/or medical imaging informatics technologies,
- Experience with installing and maintaining Linux operating systems,
- Experience with configuration and scripting (bash or python),
- Knowledge of DNS, TCP/IP and other networking concepts,
- Experience with healthcare information protocols, standards, and systems, (e.g., HL7, DICOM, PACS, EHR, and RIS),
- Willingness to learn new technologies with an eagerness to constantly improve your technical skills,
- Excellent verbal and written communication skills required,
- Ability to work in challenging international, multinational, cross functionally and cross-cultural teams to ensure a win-win environment with Annalise.ai's partners and customers,
- Close proximity or easy access to metropolitan airport, in case of short-notice emergency issues, and
- Willingness to travelling 25% of the year.
Nice to have but not essential:
- Computer science degree or similar discipline desirable.
- Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint)
- Familiarity with AWS and VMWare (certifications preferable)
- Experience with healthcare workflow engines (e.g., Nextgen Connect)
- Previous experience as a System Admin or Infrastructure Engineer
- Experience with containerisation platforms (e.g., Docker, Kubernetes)
- Strong customer engagement and relationship building skills
- Demonstrated strong organisational, analytical, and decision-making skills
- Ability to work on multiple concurrent tasks/activities and meet customer expectations
- Able to work independently, with a self-starter attitude, and as part of a wider team
What we’re about
We're problem solvers, redefining what’s possible in medical imaging through AI Technology. Our mission is to raise the standard of healthcare for millions of patients every day.
Yes, we’re a technology company and yes, we’re leveraging the latest AI technologies, but people are at the heart of everything we do.
annalise.ai was formed in early 2019 through a unique partnership between harrison.ai and Australia's largest medical imaging service provider, I-MED Radiology Network. Since then, we’ve scaled rapidly and we’re focused on creating AI solutions that help radiologists diagnose medical images.
Our first product, the world's most comprehensive AI clinical decision-support solution for chest x-rays, is already in made available to 1 in 4 radiologists in Australia and rolling out to hundreds more. This solution is capable of detecting 124 findings and was recently featured in a peer-reviewed publication, Lancet Digital Health journal.
And we’re just getting started.
Help us shape the future of AI in medical imaging. And most importantly, help us make a real difference in people’s lives.
What’s next?
If you’re inspired by what we're up to, please apply now and we'll be in touch soon.
We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. That’s why we’re committed to building inclusive teams that represent a variety of backgrounds and skills. If you need any reasonable adjustments, accessibility assistance or would like to note which pronouns you use at any stage of our hiring process, just contact us at accommodations: people@annalise.ai. We look forward to hearing from you.
