Support Engineer | Teleradiology

We need to output HTML fragment with sections: About the role (maybe "About Your Role" heading?), Responsibilities (What You'll Do), Requirements (What You'll Bring), Benefits (Why join us?), maybe also Pay/Schedule not present so omit. Also include maybe "Qualifications" but we have Requirements. Use

for each section heading. Use

• for lists. Use

  for prose. We must not repeat job title. No metadata like Job ID. Remove boilerplate like EEO etc. Also remove "What's next?" and application instructions. Also remove "Physical Requirements"? Might be considered part of Requirements? It's a section but maybe we can include under Requirements? The instruction: include a section ONLY when posting has real, specific content for it. Physical Requirements is specific content, but we don't have a predefined heading for it; we could include as a separate section maybe "Physical Requirements". However allowed headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They said use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should stick to those headings. Physical Requirements could go under Requirements or maybe Skills. Probably under Requirements. We need to preserve all substantive information. Must not invent or summarize away detail. Must not include filler like "commensurate with experience". We need to extract details. Let's parse content: About Your Role: description of role bridging three areas, details. We'll put under

  About the role

  with paragraphs. What You'll Do: responsibilities broken into three areas with bullet-like sentences. We'll create
  • for each duty. Could group by area but still list. What You'll Bring: Must Have and Preferred. We'll separate maybe Requirements (must have) and Skills (preferred). Use

    Requirements

    for must have bullet list. Use

    Skills

    for preferred bullet list. Benefits: Why join us? bullet points with emojis. We'll create
    • for each benefit. We must not include application instructions like "What's next?" etc. Also remove EEO statements. We need to ensure we don't repeat job title. No headings for Job ID. Let's craft HTML. We need to preserve all substantive information: include details like "Support Engineer role sits within our Service Excellence Squad and is the primary support presence for Harrison.ai in the United States. It bridges three areas..." etc. We'll need to convert paragraphs into

      . For lists, each bullet as

    • . Let's extract About the role paragraph(s): "What We’re About At Harrison.ai, we’re redefining what’s possible in healthcare..." That's about company, not role. Actually "What We’re About" is company description. Could be part of About the role? Might be separate but we don't have a heading for company overview. Could include under About the role as introductory paragraph. Then "About Your Role This Support Engineer role sits within our Service Excellence Squad..." That's the role description. We'll combine. Now Responsibilities: "What You'll Do" sections with sub-bullets. We'll create list items for each duty. Let's list them: Harrison Services and Frontier Radiology - teleradiology operations: - Provide Level 2 support to US radiologists and clinical teams - reading workstations, diagnostic viewers, PACS and RIS - with priority response for anything interrupting clinical workflow - Troubleshoot HL7 v2.x at segment level across ADT, ORM, ORU, MDM and DFT, including MLLP transport, ACK/NACK semantics, patient identifier and accession mapping, and order-to-report matching failures - Troubleshoot DICOM connectivity and image routing - C-STORE, C-FIND, C-MOVE, AE titles and ports, prior study retrieval - and clinical document routing as HL7 MDM messages or DICOM Encapsulated PDF objects - Manage patient identity across the integrated stack, including ADT A40 patient merges and duplicate or mismatched MRNs - Perform daily interface reconciliation - identify errored, stalled or quarantined messages, requeue and resend failed deliveries, and verify study image completeness - Maintain the integration layer: Linux edge nodes at customer facilities, routing rules and transforms after vendor handover, site-to-site VPN tunnels, FHIR clinical history retrieval, and facility onboarding through procedure and CPT code mapping, SIT, UAT, go-live and hypercare Harrison.ai SaaS AI products - customer support: - Own Level 2 cases end to end in Salesforce across product, technical, and quality-related case types, managing them to customer SLAs and reporting on performance - Complete feedback and complaint triage on every case within the timeframe required by our quality management system, classifying safety complaint, complaint or feedback, and escalating suspected patient harm immediately - Determine study eligibility failures from the DICOM header - slice thickness, series orientation and contiguity, anatomical coverage, patient age - and explain why the model correctly declined a study - Diagnose the ingest-to-result path: PACS auto-routing, C-STORE arrival, DICOM-tag model selection filters, reprocessing on late-arriving images, and result return as DICOM Secondary Capture, Structured Report or FHIR/HL7 triage notification - Triage suspected over-call and under-call reports against approved intended purpose, per-finding thresholds, configuration and version differences, and interpret product error codes to root cause and a customer-facing explanation - Manage per-customer version state and clinical configuration, and work cases arriving through distributor and PACS-marketplace partners, investigating with metrics and logs that deliberately carry no PHI or images Corporate IT - internal users and applications: - Provide Level 1 and Level 2 support via phone, email, Slack and portal across Windows, macOS and Linux, including remote and on-site hardware support - Administer business SaaS applications - Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone - including access permissions and authorizations - Administer federated single sign-on, multi-factor authentication and conditional access across multiple identity providers, including provisioning and group-to-role mapping - Manage end user devices through Microsoft Intune and Jamf - enrolment, configuration profiles, software deployment, patching and drivers across laptops and mobile devices - Administer endpoint security across the fleet, including endpoint detection and response, antivirus exclusions, and full-disk encryption on devices that may hold PHI - Run employee onboarding and offboarding including asset management and procurement, support corporate network connectivity for distributed staff, and carry out periodic access reviews and software license management Across all three areas: - Act as first-line incident coordinator - classify severity, determine the responsible party across Harrison.ai, third-party vendors and customer facilities, and own the issue through to resolution - Meet response and restoration objectives under a SEV-1 to SEV-4 model, including a 30-minute initial response and 4-hour restoration for critical incidents, manage cases in our ITSM tooling to SLA, and author written root cause analyses - Operate hosted cloud infrastructure on Google Cloud and AWS with monitoring and alerting across systems and interfaces, and support migration of hosted workloads to managed Kubernetes - Maintain HIPAA compliance and adhere to GDPR, PHI and ISO obligations, apply change control appropriate to a regulated clinical environment, write runbooks for anything solved twice, and take part in an on-call rotation supporting 24/7 coverage - Comply with all company policies and procedures, including those relating to information security and your responsibilities within the Information Security Management System Now Requirements (Must Have): - 4+ years in a technical support role spanning end user IT and production systems, supporting Windows, macOS and Linux - 2+ years supporting clinical systems (PACS, RIS, EMR/EHR or clinical integration engines) in healthcare or radiology, where downtime directly impacts patient care - 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 directly rather than escalating all configuration to a vendor - Experience providing Level 2 support to external customers against contractual SLAs, with case ownership and escalation management - 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 Preferred (Skills): - Konica Minolta Exa Platform and Exa Viewer, or comparable enterprise PACS/RIS deployed in a hosted or cloud configuration - Interlinx or comparable healthcare integration engines (Mirth Connect, Cloverleaf, Rhapsody, Corepoint), and integrations with EMR/EHR platforms such as Epic, Cerner or Meditech - Supporting a commercial SaaS or medical device product in customer environments, and handling medical device complaints and post-market surveillance within a quality management system - Working across multiple PACS and RIS vendors, coordinating incidents owned by third parties, and supporting a fleet of distributed edge nodes across customer sites - FHIR, containerization and Kubernetes, VMware, observability and OpenTelemetry, and scripting (Python, Bash or PowerShell) for automation, log analysis and reconciliation - Case management tooling (Salesforce Service Cloud, Jira Service Management), change control in a regulated medical device environment, and healthcare-specific security frameworks - Teleradiology operations, radiology workstation hardware and diagnostic monitor calibration, and a degree in IT, Computer Science or equivalent practical experience Physical Requirements: Could be under Requirements as a separate bullet list? Might be better to include under Requirements as a subsection but we only have headings. Could add a

      Physical Requirements

      but not in allowed list. However instruction: use

      for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., not exclusive. So we could add Physical Requirements as a heading if we want. But they said "Prefer a few substantive sections over many thin ones." Might be better to incorporate Physical Requirements into Requirements or Skills. I'd add a bullet under Requirements: "Physical requirements: prolonged periods working at a computer, clear communication by phone, video and in writing including during time-critical incidents, and the ability to occasionally lift and set up IT equipment weighing up to 25 pounds; ability to travel occasionally and to work outside standard business hours as part of an on-call rotation. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role." Now Benefits: Why join us? list with emojis. We'll keep the text. Now we need to ensure we don't include boilerplate like "We are proud to be an Equal Opportunity Employer." etc. Remove that. Also remove "What's next?" and application instructions. Now produce HTML fragment. Let's craft:

      About the role

      ...

      Responsibilities

      • ...
      ...

      Requirements

      • ...
      ...

      Skills

      • ...
      ...

      Benefits