Implementation Engineer | SEA

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Implementation Engineer | SEA
role at
Harrison.ai
Why join us?
Do work that matters. We’re pioneering AI technologies that help raise the standard of healthcare for millions of people every day.
Well-funded and global, backed by world-class investors
including Aware Super, Blackbird Ventures, Skip Capital and Horizons Ventures. Harrison.ai’s total capital raised to date exceeds US$240 million.
Work with a bunch of awesome, genuine people
who are passionate about what they do.
Flexible and remote-friendly working
Make a real 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 the big hairy 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, plus opportunities for internal mobility to grow your career.
Market-leading parental support
including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.
About The Role
As a Customer Deployment Engineer at Harrison.ai you will be responsible for ensuring that our clients, partners, and internal teams receive the best implementation and support experience for the use and integration of our products.
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.
What You'll Do
Implement all Harrison.ai 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 Harrison.ai 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 Harrison.ai customers and the Harrison.ai sales team to facilitate the successful use of our products.
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.
Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues
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
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.
Drive continuous improvement of current delivery and support framework, systems and processes
Adhere to all HIPAA, PHI, ISO and all appropriate regulatory guidelines.
What You Bring
Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint),
Familiarity with systems such as AWS and VMWare (certifications preferable),
Previous experience in roles such as System Admin or Infrastructure Engineer,
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 travelling up to 25% of the year.
Nice To Have (but Not Essential)
Experience with healthcare workflow engines (e.g., Nextgen Connect)
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 healthcare through AI Technology. Our mission is to urgently scale global healthcare capacity, using AI automation to elevate the care clinicians can provide. The end goal is to raise the standard of healthcare for millions of patients every day.
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. We’re committed to building inclusive teams that represent a variety of backgrounds and skills.
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