Technical Implementation & Support Engineer (Apac)

Nicolab; Ballarat; Remote; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work policy

Laptop + home office/IT equipment

ESOP

Flexible working hours

Flexible paid time off

Job summary

Nicolab is seeking a Technical Implementation & Support Engineer to drive integration and ongoing support of StrokeViewer across APAC. You will build trust with hospital IT teams, ensuring deployments are smooth and hospitals gain maximum clinical value from our application.

The role focuses on deep technical support, incident management, and potential to lead full-scale implementations for new hospital networks, collaborating with global technical teams to optimize system health and patient

Qualifications

• Bachelor’s degree in IT or related field, or equivalent hospital IT experience.
• Strong English verbal and written communication.
• Experience working with remote, global teams.
• Basic understanding of software and backend services.

Responsibilities

• Act as primary technical liaison for live hospital deployments and issue resolution.
• Troubleshoot SaaS platform in Linux environments and networks.
• Design VPN configurations, relay server setups, and PACS/DICOM integration.
• Document support cases and feedback for product improvements.

Skills

English communication

Remote/global teamwork

Customer-focused mindset

Education

Bachelor’s degree in Information Technology or related field

Tools

Jira

Confluence

Grafana

Loki

Google Cloud Logging

Job description

Job Description

Your mission Role Description

Nicolab connects human and artificial intelligence to revolutionize emergency care, starting with stroke treatment. Founded as a spin-off from the Amsterdam University Medical Center, we are a diverse global team dedicated to ensuring every patient gets the right treatment in time.

We are looking for a passionate Technical Implementation & Support Engineer to drive the integration, and ongoing support of our software across the APAC region. At Nicolab, customer relationships are as critical as the technology itself. You will build trust with hospital IT teams and clinicians, ensuring our deployments are smooth and hospitals gain maximum clinical value from our application.

The role will initially focus on deep technical support and incident management for our live hospital clients. As you become an expert in our systems, your responsibilities can expand to lead full-scale technical implementations for new hospital networks. You will work closely with our global technical teams to monitor system health, minimize the impact on hospital IT resources, and provide actionable feedback to help our clients optimize patient care.

Key Responsibilities

• Act as the primary technical liaison for our live hospital deployments, owning the investigation and resolution of complex post-go-live issues.

• Perform deep-dive troubleshooting on our SaaS platform, diagnosing root causes in Linux-based environments and network topologies.

• Troubleshoot and resolve critical infrastructure issues such as VPN connectivity problems, relay server outages and apply configuration changes.

• Escalate complex product-level issues to senior engineers or developers as needed, providing detailed logs and context.

Systems Integration & Customer Onboarding

• Work directly with hospital IT teams to design and document VPN configuration, relay server setup, and Linux-based virtual machine installation.

• Provide guidance on network topology and firewall rules to meet strict hospital compliance and security requirements.

• Assist in the setup, configuration, and deployment of our software solutions (StrokeViewer) for new clients, ensuring integration with existing PACS/DICOM workflows.

• Ensure that the implementation process is smooth, timely, and meets client expectations, acting as the technical authority during kickoff calls.

Customer Interaction & Documentation

• Maintain a high level of professionalism in all customer interactions, building strong relationships with hospital IT admins, PACS administrators, and clinical staff.

• Document support cases, network and system architectures, and resolutions in our ticketing system (Jira/Confluence).

• Create and update technical user manuals, runbooks, and internal FAQs.

• Collect and relay customer feedback to the product development team to help improve our offerings.

Your profile Qualifications & Requirements Education & Core Skills

• Bachelor’s degree in Information Technology, a related field, or equivalent work experience in hospital IT.

• Basic understanding of software and backend services.

• Solid project and time management skills, with the ability to work independently and as part of a remote, global team.

• Excellent verbal and written communication skills in English (any additional language is a plus).

Technical Experience

• Systems & Architecture: Hands-on Linux administration (virtual machines, log analysis, service management) and a solid understanding of secure SaaS architectures.

• Networking: Experience with network configuration and troubleshooting, including VPN tunnels (IPsec or equivalent) and strict firewall rules.

• Technical Translation: The ability to translate complex cloud/SaaS requirements into clear, actionable instructions for external IT administrators.

• Tools: Experience using support ticketing and documentation systems (JIRA, Confluence, or similar) and centralized cloud logging dashboards (Grafana, Loki, Google Cloud Logging).

• Healthcare IT: Previous experience working with hospital IT environments, PACS/DICOM workflows, or other medical imaging systems is highly preferred.

What you bring

• You bring strong technical knowledge combined with good communication skills to clearly explain technical concepts.

• You have a customer-focused, go-getter attitude and aren't afraid to politely but persistently push hospital clients to keep implementations on schedule.

• You love to work in teams and are proactive in reaching out to members globally to ensure alignment.

• Previous experience in a deeply technical support, systems integration, or deployment role is highly preferred.

Why us?

Benefits

• Chance to make a real difference in patients' lives

• Work in a stimulating environment with a motivated team

• Flexible Employment Agreement: Part time / Fulltime

• Flexible working hours

• Flexible paid time off

• Remote work policy

• Laptop + home office/IT equipment

• Commuting to work/office* - costs reimbursement

• Employee Stock Option Plan (ESOP)

• Corporate programs including Employee Referral Program with rewards

• Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more *All benefits and perks are subject to certain eligibility requirements based on location

About us

Nicolab was founded in 2015 following the acclaimed MR CLEAN trial, the first Randomised Clinical Trial proving the benefit of Endovascular Treatment. The trial led to a global paradigm shift in acute stroke care and triaging, resulting in the hospital Hub and Spoke model.

Leading MR CLEAN researchers and our co-founders, Dr. Merel Boers and Dr. Renan Sales Barros, recognized the need for an AI solution to revolutionize stroke care. With exclusive access to the heterogeneous MR CLEAN dataset, Nicolab developed StrokeViewer. StrokeViewer provides the most accurate AI algorithms to diagnose stroke patients worldwide.

Our background is steeped in leading clinical research, which is why we continue to invest and contribute significantly to research, ensuring that Nicolab remains at the forefront of driving innovative change and improving outcomes for stroke patients.

While Nicolab continues to run its operations with Headquarters in Amsterdam, The Netherlands, we are proudly an Australian-based publicly unlisted company with an expanding global presence.

Visit our website: Nicolab.com