Customer Deployment Engineer AU
Customer Deployment Engineer AU
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
As part of our Global Services Operations team you will use your knowledge inplanning implementing and supporting projects and your passion for technology to bring to market cuttingedge AIdriven medical devices that positively impact patient lives at scale.
Why join us
Do work that matters.Were pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day.
Wellfunded and global.Annalise.aiHarrison.ai(raised Australias largest Series B of $129m in 2021.
Work with a bunch of awesome genuine peoplewho are passionate about what they do.
Make an impact. You wont be another cog in the wheel here. We give full trust and autonomy for you to be heard to work on big & complex projects and to make a real difference.
Grow your career with us.Were big believers in lifelong learning. Youll be given a $1000 personal L&D budget access to LinkedIn Learning plus opportunities for internal mobility and leadership training to fasttrack your career.
Generous parental supportincluding 16 weeks genderneutral paid parental leave and $10000 support for egg or sperm freezing.
About the role
Through joining our exciting agile and fastgrowing organisation you will be given the autonomy and rare opportunity to truly make your mark on our services evolution and help us establish ourselves globally with a strong client base. In doing so you will play a vital role in helping us achieve our goal of scaling medical predications globally to improve patient outcomes and make a positive impact for the world.
What youll do:
- Implement all Annalise Enterprise 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 the Annalise Enterprise 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 highquality technical support (Level 2 and 3 to our growing customer base delivering solutions to both technical and nontechnical end users.
- Provide remote support troubleshooting and issue resolution for annalise.ai customers and the annalise.ai sales team to facilitate the successful use of the Annalise Enterprise solutions.
- 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. Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
- Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues without supervision which enables customers to maximise their use of the Annalise Enterprise solutions.
- Maintain close communication with customers regarding ongoing support tasks and resolving escalated customer complaints without the need for team lead intervention
- 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 when necessary.
- Document troubleshooting and problem resolution steps including root cause analysis
- Act as technical expert within the region: work crossfunctionally within the organisation assisting sales and presales 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.
- Maintain proficiency as needed and approved by attending trainings reading jobrelated materials and meeting with others in area of responsibility.
- Drive continuous improvement of current delivery and support framework systems and processes
- Adhere to all HIPAA PHI ISO and all appropriate regulatory guidelines.
What were looking for
- Computer science degree or similar discipline
- 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 roles such as System Admin or Infrastructure Engineer
- Results driven and dedicated to delivering outstanding work. Manage own time selfmotivated with a high level of selfdiscipline patience flexibility and attention to detail
- 5 years of service experience in healthcare informatics and/or medical imaging informatics technologies
- Experience with installing and maintaining Linux operating systems
- Experience with configuration and scripting (bash or python)
- Knowledge of DNS TCP/IP and other networking concepts
- Experience with healthcare information protocols standards and systems (e.g. HL7 DICOM PACS EHR and RIS)
- Willingness to learn new technologies with an eagerness to constantly improve your technical skills
- Excellent verbal and written communication skills required
- Ability to work in challenging international multinational cross functionally and crosscultural teams to ensure a winwin environment with Annalise.ais partners and customers and
- Willingness to travelling up to 25 of the year.
Nice to have (but not essential):
- Experience with healthcare workflow engines (e.g. Nextgen Connect)
- Experience with containerisation platforms (e.g. Docker Kubernetes)
- Strong customer engagement and relationship building skills
- Demonstrated strong organisational analytical and decisionmaking skills
- Ability to work on multiple concurrent tasks/activities and meet customer expectations
- Able to work independently with a selfstarter attitude and as part of a wider team
What were about
Were problem solvers redefining whats possible in medical imaging through AI Technology. Our mission is to raise the standard of healthcare for millions of patients every day.
Yes were a technology company and yes were leveraging the latest AI technologies but people are at the heart of everything we do.
Annalise.aiHarrison.ai. Since then weve scaled rapidly and were focused on creating AI solutions that help radiologists diagnose medical images.
Our first product the worlds most comprehensive AI clinical decisionsupport solution for chest xrays 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 peerreviewed publication Lancet Digital Health journal.
And were just getting started.
Help us shape the future of AI in medical imaging. And most importantly help us make a real difference in peoples lives.
Whats next
If youre inspired by what were up to please apply now and well be in touch soon.
We are proud to be an Equal Opportunity Employer. Diversitys not a buzzword here its in our DNA. Diverse perspectives shape our culture and make our work better. Thats why were committed to building inclusive teams that represent a variety 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: We look forward to hearing from you.
Employment Type
Full-Time
Key Skills
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