Implementation Engineer | SEA

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.

As a Customer Deployment Engineer  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…