WHAT WE’RE ABOUT
At Harrison.ai http://Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.
Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.
Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve.
And we’re just getting started.
ABOUT YOUR ROLE
This Support Engineer (Teleradiology) role is a technical position within Harrison.ai http://Harrison.ai's Service Excellence Squad. The role mainly supports Harrison.ai http://Harrison.ai Services, which provides non-clinical services, including IT support, to Frontier Radiology, an affiliated US teleradiology practice.
This role is based in person in Bangalore, India, and works on a rotating shift roster that includes nights and weekends to provide 24/7 support across US hours.
You will provide non-clinical IT support to Frontier's radiologists, who deliver 24/7 teleradiology reads of critical diagnostic imaging studies across the United States. The focus is on Level 2 end user support with emphasis on rapid resolution of issues that directly impact patient care. This spans hardware (diagnostic workstations), business-as-usual SaaS applications, and specialised clinical systems including PACS, RIS, and Harrison.ai http://Harrison.ai's AI applications and reporting software.
You will build relationships with radiologists and clinical teams, drive continuous improvement, and advocate for change. Technical downtime in teleradiology directly affects patient diagnosis and care, so you'll need to prioritise urgent clinical support requests and respond rapidly to workstation or application issues. The role also encompasses systems implementation, migration, and consolidation work, with a focus on agile project delivery. You will be solutions-focused, supporting teams across multiple divisions as we scale globally.
WHAT YOU DO:
- Provide Level 2 support to all users regarding workstation setups - including issues with Windows OS, user accounts, and business-as-usual SaaS applications
- Provide 24/7 support to Frontier's US-based radiologists with priority response for reading workstation and clinical application issues that impact clinical workflows
- Perform case management with a focus on SLA adherence for all requests
- Provide support for PACS and RIS systems used in the clinical workflow of teleradiology
- Troubleshoot DICOM and HL7 connectivity, image routing, and PACS/RIS integration issues
- Support and troubleshoot VPN and secure remote access for distributed radiologists
- Support and troubleshoot site-to-site VPN connections for clinical data sharing
- Administer and support SaaS applications such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone and other applications within the business
- Take remediation actions in response to errors, problems, service requests and incidents, with ability to triage and escalate urgent technical issues affecting clinical workflows
- Perform root cause analysis on recurring issues and implement preventative measures
- Work closely with engineering teams to ensure feedback and faults are fully understood and logged, with resolutions or workarounds being implemented with minimal downtime
- Work closely with counterparts across the global Support Services team on continuous improvement projects, including supporting ongoing education and training
- Maintain HIPAA compliance across all systems and support activities, ensuring strict adherence to healthcare data security…