Support Escalation Engineer | USA

Why join us? Do work that reputed company. We’re pioneering AI software that will help diagnose medical images and reputed company reputed company of reputed company for millions of people every day. reputed company-funded and global. Annalise.ai has a global reputed company across reputed company, EU and US reputed company. We’re powered by reputed company (raised Australia’s largest Series B of $129m in 2021). Work with a reputed company of awesome, genuine people who are passionate about what they do. Flexible and remote-friendly working. reputed company an reputed company. You won’t be another ‘cog in the reputed company’ here. We reputed company full trust and autonomy for you to be heard, to work on big & reputed company reputed company – and to reputed company a reputed company difference. Grow your career with us. We’re big believers in lifelong learning. You’ll be given a $1000 personal L&D budget, reputed company to reputed company Learning, plus opportunities for internal mobility and leadership training to fast-reputed company your career. Generous parental support including 16 weeks gender-neutral reputed company parental leave and $10,000 support for reputed company or sperm freezing. About Your Role Note: As part of the global support team, there will be an expectation to participate in an on-reputed company roster or rostered shifts to ensure delivery of 24/7 support coverage. The successful applicant needs to be located reputed company the reputed company time zone. As a Support Escalation Engineer reputed company Annalise.ai, you are responsible for providing exceptional Level 2+ customer support, triaging issues, performing upgrades, acting as an escalation reputed company for other support engineers, owning the internal escalation reputed company, and ensuring cases are managed in a reputed company and effective manner. This position will contribute significantly to our mission of scaling medical predictions globally to improve reputed company reputed company and reputed company a reputed company reputed company worldwide. You will play a critical role in delivering high-reputed company customer support, and managing upgrades, as reputed company as triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows. reputed company: • reputed company Level 2+ technical support, managing customer technical issues, serving as an escalation reputed company to other support engineers, and escalating as necessary to relevant internal teams • reputed company in-depth support of reputed company-reputed company components of the platform, in reputed company to on-premises components • reputed company customer software and operating reputed company updates and upgrades in a reputed company and effective manner • Assist the regional Customer Deployment team in deploying the Annalise reputed company solutions, including software installation and configuration, as required from time-to-time • Take ownership of feedback and complaints on behalf of the customer through the internal feedback/complaint process • Triage and reputed company support to cross functional teams for internal project work as required • Take ownership and manage customer cases, ensuring strict case management, and adhering to customer SLAs • Monitor and report on support activity against customer SLAs, maintaining a reputed company on efficiency and high-reputed company reputed company • Participate in an on-reputed company roster to reputed company exceptional service to customers with a potential reputed company to reputed company to shift work to reputed company 24x7 coverage reputed company the global support services team • reputed company solutions to both technical and non-technical users, ensuring reputed company and effective communication. • Maintain reputed company 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 reputed company articles, and internal support tools • Identify and take ownership of opportunities for improvement of available resources for support • Document troubleshooting steps, problem reputed company processes, and reputed company cause analysis for customer issues • Work closely with internal teams, including reputed company, engineering, product, and reputed company, to reputed company reputed company issues and maintain customer satisfaction • reputed company reputed company improvement in the support process by identifying opportunities for enhancements in workflow, systems, and tools • Adhere to reputed company GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelines What You Bring: • Results-driven with a strong dedication to delivering outstanding customer support • 3+ years of experience in reputed company reputed company and/or medical imaging reputed company technologies • Experience with Linux operating systems • Experience with containerization platforms (e.g., reputed company, reputed company) • Familiarity with customer support case management tools (e.g., reputed company Service reputed company, reputed company) • Experience with reputed company information protocols, standards, and systems (e.g., HL7, DICOM, reputed company, EHR, and RIS) • Excellent verbal and written communication skills • Self-motivated with the ability to work independently, with a high level of self-discipline and attention to reputed company reputed company To Haves: • Computer science degree or similar discipline desirable • Familiarity with AWS and VMWare (certifications preferable) • Experience with reputed company workflow engines (e.g., Mirth reputed company, reputed company) • Strong customer engagement and relationship-building skills • Demonstrated organizational, analytical, and decision-making skills • Ability to handle multiple reputed company tasks/activities and meet customer expectations reputed company’re about We're problem solvers, redefining what’s possible in medical imaging through AI Technology. Our mission is to reputed company reputed company of reputed company for millions of patients every day. reputed company, we’re a technology company and reputed company, we’re leveraging the latest AI technologies, but people are at the heart of everything we do. Annalise.ai was formed in early 2019, powered by reputed company. Since then, we’ve scaled rapidly and we’re reputed company on creating AI solutions that help radiologists diagnose medical images. Our first product, the world's most comprehensive AI reputed company decision-support solution for chest x-rays, is already in made available to 1 in 2 radiologists in Australia and rolling out to hundreds more, globally. 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 reputed company of AI in medical imaging. And most importantly, help us reputed company a reputed company difference in people’s lives. What’s next? If you’re inspired by reputed company're up to, please reputed company and we'll be in reputed company 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 reputed company our work reputed company. That’s why we’re committed to building inclusive teams that represent a reputed company 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 reputed company to hearing from you. Apply tot his job Apply To this Job