Implementation Engineer | SEA

At Harrison.ai (formerly known as Annalise.ai), we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.

Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.

Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve.

And we’re just getting started.

As a Customer Deployment Engineer at Harrison.ai you will be responsible for ensuring that our clients, partners, and internal teams receive the best implementation and support experience for the use and integration of our products.

This position will provide onsite and remote installation and configuration activities plus remote support, troubleshooting and issue resolution. You will play a key role in delivering great customer experiences through a successful implementation and followed up with responsive support that enables customers to maximise the use of the Annalise Enterprise solutions.

What you'll do:

• Implement all Harrison.ai solutions as part of the project managed implementation team. This includes software installation, configuration, and system testing.

• Communicate and liaise with the customer and internal teams for detailing project requirements.

• Plan and train customer staff in the support of Harrison.ai solutions

• Remotely build, configure, and manage Ubuntu Linux enterprise systems

• Work with various healthcare industry vendor partners to create and maintain integrations required for our customer base

• Maintain and assist managing test environments for problem replication

• Deliver effective and high-quality technical support (Level 2 and 3) to our growing customer base, delivering solutions to both technical and non-technical end users.

• Provide remote support, troubleshooting, and issue resolution for Harrison.ai customers and the Harrison.ai sales team to facilitate the successful use of our products.

• Troubleshoot and diagnose customer issues using a variety of resources, including documentation, knowledgebase articles, known issues list, and the wider technical teams via email/phone/chat.

• Own and manage customer cases and customer expectations effectively and professionally.

• Independently deliver great customer experiences by providing responsive support to difficult technical projects or tasks/issues

• Manage escalation to Level 4 support when required by taking ownership of technical issues and working with our development group to resolve more advanced issues

• Document troubleshooting and problem resolution steps including root cause analysis

• Act as technical expert within the region: work cross-functionally within the organisation, assisting sales and pre-sales with proposals, and preparing equipment for trade shows and client demonstrations

• Ensure all work is clearly documented in line with organisational policies and regulatory guidelines in a timely manner

• Work effectively with colleagues and customers by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.

• Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions.

• Drive continuous improvement of current delivery and support framework, systems and processes

• Adhere to all HIPAA, PHI, ISO and all appropriate regulatory guidelines.

What you bring:

• Experience and/or knowledge of case management (Salesforce Service Cloud, Jira) and knowledge base tools (Confluence, SharePoint),

• Familiarity with systems such as AWS and VMWare (certifications preferable),

• Previous experience in roles such as System Admin or Infrastructure Engineer,

• Experience in healthcare informatics and/or medical imaging informatics technologies,

• Experience with installing and maintaining Linux operating systems,

• Experience with configuration and scripting (bash or python),

• Knowledge of DNS, TCP/IP and other networking concepts,

• Experience with healthcare information protocols, standards, and systems, (e.g., HL7, DICOM, PACS, EHR, and RIS),

• Willingness to travelling up to 25% of the year.

Nice to have (but not essential):

• Experience with healthcare workflow engines (e.g., Nextgen Connect)

• Experience with containerisation platforms (e.g., Docker, Kubernetes)

• Strong customer engagement and relationship building skills

• Demonstrated strong organisational, analytical, and decision-making skills

• Ability to work on multiple concurrent tasks/activities and meet customer expectations

• Able to work independently, with a self-starter attitude, and as part of a wider team

🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

🤝 Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.

🚀 Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact.

🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.

💻Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.

🙌 Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.

If you’re inspired by what we're up to, please apply now and we'll be in touch soon.

We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.