Support Engineer | Teleradiology

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

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

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

🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

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🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.

💻 Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.

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If you’re inspired by what we're up to, please apply now and we'll be in touch soon.

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