Support Engineer | NZ

Overview

Join to apply for the Support Engineer | NZ role at Harrison.ai

Note : This position may require participation in an on-call roster or rostered shifts to ensure 24 / 7 support coverage as part of the global support team.

What You’ll Do

• Provide Level 2 technical support, managing customer technical issues and escalating as necessary to relevant internal teams
• Perform customer software and operating system updates and upgrades in a timely and effective manner
• Triage all incoming customer technical issues, feedback, and complaints, and route them to the appropriate workflows and teams
• Triage and provide support to cross functional teams for internal project work
• Take ownership of and manage support cases, ensuring strict case management aligned to customer SLAs
• Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomes
• Participate in an on-call roster to provide exceptional service to customers with potential extension to shift work for 24x7 coverage
• Deliver solutions to both technical and non-technical users, ensuring clarity via effective communication
• Maintain close communication with customers regarding ongoing support tasks, managing expectations, and ensuring customer satisfaction
• Troubleshoot and diagnose customer issues using available resources, such as documentation, knowledge base articles, and internal support tools
• Document troubleshooting steps, resolution processes, and root cause analyses for customer issues
• Work closely with internal teams, including engineering, product, and quality, to resolve complex issues and maintain customer satisfaction
• Drive continuous improvement in the support process by identifying opportunities for enhancements in workflow, systems, and tools
• Adhere to all GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelines

What You Bring

Nice To Haves

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’re a technology company and people are at the heart of what we do. Since 2019, Harrison.ai and its ventures have grown to 200+ employees worldwide with total capital raised exceeding US$240 million. Our AI software has helped in IVF and faster, more accurate medical imaging diagnosis via the Annalise.ai suite. We’re also expanding into early cancer detection in pathology through Franklin.ai.

Help us shape the future of AI in healthcare. A role with Harrison.ai offers the opportunity to do impactful work across diverse healthcare domains.

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. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.

Job Details

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