Support Engineer – Teleradiology

harrison.ai

Support Engineer maintaining teleradiology operations, medical imaging AI products, and corporate IT for Harrison.ai. Troubleshooting clinical integrations, customer cases, cloud infrastructure, and regulated healthcare systems.

Posted 8/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Level 2 technical support for clinical systems, including PACS and RIS, with a strong focus on troubleshooting HL7 and DICOM interfaces. Proficient in managing integration infrastructure and ensuring compliance with healthcare data security standards such as HIPAA.

Highest-signal resume keywords

HL7 v2.x TroubleshootingDICOM Connectivity ManagementLinux Server AdministrationGoogle Cloud InfrastructureSalesforce Case Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HL7 v2.xDICOMLinuxGoogle CloudAWSSaaS ApplicationsVPN ConfigurationKubernetesPythonBash

Soft Skills

CommunicationProblem-SolvingCustomer SupportIncident ManagementTeam Coordination

Tools & Technologies

Salesforce Service CloudJira Service ManagementMicrosoft 365IntuneJamf

Industry Keywords

PACSRISEMREHRHIPAAGDPRPHIISOClinical IntegrationTeleradiology

Tech Stack

Tools & technologies

AWSCloudITSMJamfKubernetesLinuxMacOSPythonVMware

About the role

Key responsibilities & impact

Provide Level 2 support to US radiologists and clinical teams across reading workstations, diagnostic viewers, PACS, and RIS
Troubleshoot HL7 v2.x interfaces, MLLP transport, ACK/NACK semantics, patient identifiers, accession mapping, and order-to-report matching
Troubleshoot DICOM connectivity and image routing, including C-STORE, C-FIND, C-MOVE, AE titles, ports, and prior study retrieval
Manage patient identity, including ADT A40 merges and duplicate or mismatched MRNs
Perform daily interface reconciliation and requeue or resend failed deliveries
Maintain integration infrastructure, Linux edge nodes, routing rules, transforms, VPN tunnels, FHIR retrieval, and facility onboarding
Own Level 2 Salesforce cases end to end against customer SLAs
Triage feedback, complaints, safety complaints, and suspected patient harm
Diagnose study eligibility failures and ingest-to-result issues for SaaS AI products
Investigate suspected over-call and under-call reports, product errors, customer configurations, and version differences
Provide Level 1 and Level 2 corporate IT support across Windows, macOS, and Linux
Administer business SaaS applications, identity providers, SSO, MFA, conditional access, Intune, Jamf, endpoint security, devices, onboarding, and offboarding
Coordinate incidents across Harrison.ai, vendors, and customer facilities
Meet SEV-1 to SEV-4 response and restoration objectives, manage ITSM cases, and author root cause analyses
Operate Google Cloud and AWS infrastructure and support migration to managed Kubernetes
Maintain HIPAA, GDPR, PHI, ISO, information security, and regulated change-control obligations
Write runbooks and participate in a 24/7 on-call rotation

Requirements

What you’ll need

4+ years in a technical support role spanning end user IT and production systems
2+ years supporting clinical systems such as PACS, RIS, EMR/EHR, or clinical integration engines in healthcare or radiology
Demonstrated HL7 v2.x troubleshooting across ADT, ORM, ORU, MDM, and DFT, including MLLP, ACK/NACK semantics, and failed-delivery requeue
Demonstrated DICOM troubleshooting with C-STORE, C-FIND, C-MOVE, AE titles, and port configuration
Hands-on experience configuring healthcare integration engines and authoring routing rules, transforms, and field mappings
Experience providing Level 2 external customer support against contractual SLAs, with case ownership and escalation management
Experience supporting internal users and corporate applications, including onboarding, offboarding, asset management, and device management
Strong Microsoft 365 knowledge, including Entra ID
Linux server administration using Ubuntu LTS or RHEL
Production workload experience on Google Cloud or AWS
Site-to-site VPN experience using IPsec or equivalent
Federated single sign-on across more than one identity provider
Strong HIPAA and healthcare data security understanding
Experience with a formal incident severity model
Ability to switch between clinical, customer, and internal work
Willingness to join a 24/7 on-call rotation
Preferred: Konica Minolta Exa Platform and Exa Viewer or comparable PACS/RIS
Preferred: Interlinx or comparable integration engines and EMR/EHR integrations such as Epic, Cerner, or Meditech
Preferred: Commercial SaaS or medical device customer support and medical device complaints/post-market surveillance
Preferred: Multiple PACS/RIS vendors, third-party incident coordination, and distributed edge nodes
Preferred: FHIR, containerization, Kubernetes, VMware, observability, OpenTelemetry, Python, Bash, or PowerShell
Preferred: Salesforce Service Cloud, Jira Service Management, regulated change control, and healthcare security frameworks
Preferred: Teleradiology operations, radiology workstation hardware, diagnostic monitor calibration, and a degree in IT or Computer Science or equivalent practical experience
Ability to work prolonged periods at a computer and communicate clearly by phone, video, and writing during time-critical incidents
Ability to occasionally lift and set up IT equipment weighing up to 25 pounds
Ability to travel occasionally and work outside standard business hours as part of on-call rotation

Benefits

Comp & perks

Yearly L&D budgets
Mentoring
Hackathons
Secondments
Transparent growth framework
WFH options
Flexible hours
Autonomy
Inclusive policies supporting fertility, parenthood, loss, and grandparenthood
Global team collaboration
Equal Opportunity Employer