Support Engineer - Healthcare IT & AI SaaS

Harrison; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Harrison.ai is seeking a Support Engineer to join our US Service Excellence Squad. The role spans three areas: teleradiology operations, SaaS AI product support, and Corporate IT. You’ll own Level 2 cases, diagnose healthcare integration issues, and drive incidents to resolution across platforms.

You’ll troubleshoot HL7/DICOM, coordinate with vendors, and maintain security controls while supporting a growing US footprint. This is a hands-on, fast-paced role with on-call duties.

Qualifications

• 4+ years in a technical support role spanning end user IT and production systems.
• 2+ years supporting clinical systems (PACS, RIS, EMR/EHR or clinical integration engines).
• Demonstrated HL7 v2.x troubleshooting across ADT, ORM, ORU, MDM and DFT, including MLLP, ACK/NACK semantics and requeue of failed deliveries.
• Demonstrated DICOM troubleshooting - C-STORE, C-FIND, C-MOVE, AE title and port configuration - and diagnosis of image routing and retrieval failures.
• Hands-on experience configuring a healthcare integration engine, authoring routing rules, transforms and field mappings.
• Experience providing Level 2 support to external customers against contractual SLAs.
• Experience supporting internal users and corporate applications - onboarding and offboarding, asset and device management - and strong Microsoft 365 knowledge including Entra ID.
• Linux server administration (Ubuntu LTS or RHEL), production workloads on Google Cloud or AWS, site-to-site VPN (IPsec or equivalent), and federated single sign-on across more than one identity provider.
• Strong HIPAA and healthcare data security understanding, experience working to a formal incident severity model, the ability to switch context between clinical, customer and internal work without dropping any of them.
• Willingness to join a 24/7 on‑call rotation.

Responsibilities

• Provide Level 2 support to US radiologists and clinical teams, reading workstations, diagnostic viewers, PACS and RIS, with priority response for interruptions to clinical workflow.
• Troubleshoot HL7 v2.x across ADT, ORM, ORU, MDM and DFT, including MLLP transport and ACK/NACK semantics.
• Troubleshoot DICOM connectivity and image routing, including C-STORE, C-FIND, C-MOVE, AE titles and port configuration.
• Manage patient identity across the integrated stack, including ADT A40 merges and MRN matching.
• Perform daily interface reconciliation, requeue and resend failed deliveries, and verify study image completeness.
• Maintain the integration layer (Linux edge nodes, VPN tunnels, mapping) across vendor handover and go-live processes.
• Own Level 2 cases end to end in Salesforce across product, technical, and quality-related case types.

Skills

Technical support

PACS/RIS/EMR

HL7 v2.x

DICOM troubleshooting

Healthcare integration

SLA management

Microsoft 365 Entra ID

Linux administration

Cloud platforms (GCP/AWS)

SSO and VPN

24/7 on-call

Tools

Salesforce Service Cloud

Jira Service Management

Microsoft 365

Entra ID

Google Cloud

AWS

Linux (Ubuntu/RHEL)

Job description

Harrison.ai is seeking a Support Engineer to join our US Service Excellence Squad. The role spans three areas: teleradiology operations, SaaS AI product support, and Corporate IT. You’ll own Level 2 cases, diagnose healthcare integration issues, and drive incidents to resolution across platforms.

You’ll troubleshoot HL7/DICOM, coordinate with vendors, and maintain security controls while supporting a growing US footprint. This is a hands-on, fast-paced role with on-call duties.