Implementation Engineer

Job description

Location

Singapore

Employment Type

Full time

Location Type

Remote

Department

Customer & Commercial

Customer

Customer Deployment

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.

'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.

About the role

As a Customer Deployment Engineer at 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 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 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 customers and the 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 roles such as System Admin or Infrastructure Engineer,
• 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 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 decision-making skills
• Ability to work on multiple concurrent tasks/activities and meet customer expectations
• Able to work independently, with a self-starter attitude, and as part of a wider team

What we're about

We're problem solvers, redefining what's possible in healthcare through AI Technology.

Our mission is to urgently scale global healthcare capacity, using AI automation to elevate the care clinicians can provide.

The end goal is to raise the standard of healthcare for millions of patients every day.

Yes, we're a technology company and yes, we're leveraging the latest AI technologies, but people are at the heart of everything we do.

Since 2019, and its ventures have scaled rapidly to 200+ employees worldwide with 's total capital raised to date exceeding US$240 million.

Our AI software has helped to create more lives through IVF, as well as enabling faster, more accurate diagnosis of medical images via our suite of products.

Soon, we'll be helping with early cancer detection in pathology through our newest joint venture,

And we're just getting started.

A role with means you'll be a part of our unique model – giving you access and opportunity to do impactful work across a range of healthcare domains.

Help us shape the future of AI in healthcare.

And most importantly, help us 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.

Diverse perspectives shape our culture and make our work better.

We're committed to building inclusive teams that represent a variety of backgrounds and skills.

We look forward to hearing from you.

Required Skill Profession

Other General