Support Escalation Engineer - Remote

Overview

As a Support Escalation Engineer at Annalise.ai, you will be responsible for providing exceptional Level 2+ customer support and managing technical issues to contribute to improving healthcare outcomes globally.

In Short

• Provide Level 2+ technical support and manage customer technical issues.
• Support both cloud-based and on-premises components of the platform.
• Perform timely software and operating system updates for customers.
• Assist in deploying Annalise Enterprise solutions.
• Manage customer feedback and complaints effectively.
• Participate in an on-call roster for 24/7 support coverage.
• Troubleshoot and diagnose customer issues using available resources.
• Collaborate with internal teams to resolve complex issues.
• Drive continuous improvement in support processes.
• Adhere to regulatory guidelines such as GDPR and HIPAA.

Requirements

• 3+ years of experience in healthcare informatics.
• Experience with Linux operating systems.
• Familiarity with containerization platforms like Docker and Kubernetes.
• Knowledge of customer support case management tools.
• Excellent communication skills.
• Self-motivated and detail-oriented.

Benefits

• Generous parental support including paid leave.
• $1000 personal learning and development budget.
• Access to LinkedIn Learning.
• Opportunities for internal mobility and leadership training.
• Flexible and remote-friendly working environment.