Implementation Engineer | SEA

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 provides 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 follow-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 in 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 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

Nice To Have (but Not Essential)

What We’re About

We’re problem solvers, redefining what’s possible in healthcare through AI technology. Our mission is to scale global healthcare capacity using AI automation to elevate the care clinicians can provide, and to raise the standard of healthcare for millions of patients every day. We’re a technology company that puts people at the heart of everything we do.

Since 2019, Harrison.ai has scaled rapidly to 200+ employees worldwide with total capital raised to date exceeding US$240 million. Our AI software has helped create more lives through IVF, and enabled faster, more accurate diagnosis of medical images via our Annalise.ai suite of products. Soon, we’ll be helping with early cancer detection in pathology through our new joint venture, Franklin.ai.

We’re just getting started. A role with Harrison.ai means you’ll be part of a unique model with opportunities to do impactful work across a range of healthcare domains. Help us shape the future of AI in healthcare and 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. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.

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