Job Description
Full job description
What we’re about
At Harrison.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.
About Your Role
Reporting to our Director of Support Services, this Support Engineer (Teleradiology) role is a technical position within our shared support function, serving our growing global ventures at Frontier Radiology and Harrison.ai.
You will be the technical bridge between our products and the people who rely on them — from internal teams across multiple divisions, to external customers, to US-based radiologists reading critical diagnostic imaging studies remotely. The focus is on Level 2 support with emphasis on rapid resolution of issues that directly impact clinical workflows and patient care. This spans hardware (diagnostic workstations), business-as-usual SaaS applications, and specialized clinical systems including PACS, RIS, and Harrison.ai's AI applications and reporting software.
You will build trusted relationships across a diverse user base — radiologists, clinical teams, internal business users, and external customers — driving continuous improvement and advocating for change. Technical downtime in teleradiology directly affects patient diagnosis and care, so you'll need to prioritize urgent clinical support requests and respond rapidly to workstation or application issues. The role also encompasses systems implementation, migration, and consolidation work, with a focus on agile project delivery. You will be solutions-focused, adapting your support approach to the needs of each audience as we scale globally.
This is an office-based position in Bangalore requiring shift work across days, nights, and weekends.
What You'll Do:
Provide Level 2 support to internal users and external customers regarding workstation setups — including issues with Windows OS, user accounts, and business-as-usual SaaS applications
Provide 24/7 support to US-based radiologists and clinical end users with priority response for reading workstation and clinical application issues that impact patient care
Serve as a key point of contact for external customers and clinicians, ensuring a high-quality support experience that reflects our product and brand
Perform case management with a focus on SLA adherence across all user groups and request types
Provide support for PACS and RIS systems used in the clinical workflow of teleradiology
Troubleshoot DICOM and HL7 connectivity, image routing, and PACS/RIS integration issues
Support and troubleshoot VPN and secure remote access for distributed radiologists and external users
Administer and support SaaS applications such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone, and other applications used across the business
Take remediation actions in response to errors, problems, service requests, and incidents, with the ability to triage and escalate urgent clinical issues
Perform root cause analysis on recurring issues and implement preventative measures
Work closely with engineering teams to ensure feedback and faults from all user groups are fully understood and logged, with resolutions or workarounds implemented with minimal downtime
Work closely with counterparts across the global Support Services team on continuous improvement projects, including supporting ongoing education and training
Maintain HIPAA compliance across all systems and support activities, ensuring strict adherence to healthcare data security standards
Educate internal users, external customers, and radiologists on applications, systems, and best practices
What You'll Bring:
Must Have
3+ years of experience in an IT support role, supporting the Microsoft ecosystem
Experience supporting healthcare professionals or clinical customers in time-sensitive environments where downtime directly impacts patient care
Previous experience working in a cloud-first technology environment
Strong understanding of Microsoft 365 ecosystem, including Entra ID, SharePoint, OneDrive, and Exchange Online
Understanding of HIPAA requirements and healthcare data security principles
Demonstrated ability to triage and prioritize urgent support requests effectively
Proven ability to deliver a professional, empathetic support experience to diverse end users — including internal staff, external customers, and clinicians at all levels
Excellent problem and conflict resolution skills with the ability to liaise effectively with radiologists, customers, and all levels of stakeholders
Ability to work variable shifts, including evenings, weekends, and holidays as needed.
Nice to have skills and characteristics:
Experience with PACS and RIS systems in a healthcare or radiology environment
Experience with DICOM and HL7 protocols and medical imaging workflows
Experience with healthcare integration engines (e.g., Mirth Connect, Cloverleaf)
Ability to handle multiple concurrent tasks/activities and meet high customer expectations across different user groups
Tertiary qualified in a relevant IT-related field and/or relevant work experience
Experience with teleradiology operations or distributed healthcare service delivery
Familiarity with radiology workstation hardware specifications and diagnostic monitor calibration
Previous experience supporting US healthcare markets
Experience in a customer-facing support role serving external clients or end users
Knowledge of cyber security principles and healthcare-specific security frameworks
Why join us?
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.
What's next?
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.
