Sales and Support Engineer

We are looking for an engineer to join our growing US team. You will help install the Virtual Nodule Clinic in customer environments and provide technical support to the hospitals that use it. You will learn from experienced colleagues while contributing to work that helps bring earlier lung cancer diagnosis to patients.

• Own deployments for your account: installation, configuration, and upgrades of Optellum software in customer environments, using remote access tools
• Plan go-lives with the Customer Success Manager and work directly with hospital IT, PACS and security teams to keep sites on schedule
• Follow controlled deployment and change procedures, and document every change
• Contribute to improving deployment and support processes so they scale as we grow

• Act as the named technical owner for your customer sites, resolving technical and application support requests through to closure
• Respond to technical and application support requests, escalating clinical or product questions to the appropriate team, and log customer feedback and potential complaints through our quality process
• Use our observability and alerting platform to monitor the health and reliability of our services
• Develop your skills in installing and supporting Optellum software
• Bring structured field feedback to Product (recurring issues, deployment friction, feature requests) so problems are fixed once, not site by site

• Partner with Sales on technical discovery calls and demos, answering hospital IT, integration and security questions
• Scope integration and deployment requirements early so what we sell is what we can deliver, and own the technical handover from signed deal to deployment
• Respond to RFP/RFI and other pre-sales questionnaires, using approved materials
• Help maintain technical support and pre-sales processes and tools

• Contribute to improving our internal processes so we can work faster and more efficiently
• Help create and maintain deployment and support documentation
• Turn recurring issues into lasting fixes: runbooks, scripts or product requests

You should be or have all of these:

• 3+ years in healthcare IT or a similar technical role
• Track record of owning customer or projects end to end, and of taking initiative beyond your remit
• Excellent written and verbal communication, including working directly with hospital IT and clinical staff
• Experience with Linux administration, including one or more of: SSH, Bash, RHEL, Podman
• Working knowledge of hospital clinical and radiology workflow
• Working knowledge of healthcare IT standards and systems: DICOM, HL7, FHIR, PACS, VNA, and API integrations
• Networking fundamentals: TCP/IP, DNS, firewall rules, TLS/certificates
• Hands-on experience with Microsoft SQL Server, including writing and troubleshooting T-SQL queries
• Solid understanding of HIPAA requirements and common security frameworks (e.g. ISO 27001, SOC2)
• Meticulous approach to configuration, change control, and documentation
• Ambition to grow quickly and take on more responsibility
• Bachelor's degree in a related field, or demonstrated equivalent knowledge and experience
• Located in the US and authorized to work in the US

One or more of these would be advantageous:

• Experience with EHR/EMR platforms and integrating with them (Epic, Oracle Health, others)
• Experience with interface engines such as Mirth Connect
• Experience with ticketing and support tools such as Jira
• Cloud experience (Azure, including storage)

We’re working to help solve lung cancer; if that excites you, that excites us.

Your work will be challenging and rewarding in equal measure, and it will have a real,…