Support Engineer | AU

About Your Role

Note: As part of the global support team, there will be an expectation to participate in an on-call roster or rostered shifts to ensure delivery of 24/7 support coverage.

We are in an exciting phase of rapid growth at Annalise.ai. As we continue to expand, we are seeking technically skilled professionals to join our dedicated Support Services team to help ensure customer satisfaction for our existing product deployments. The Support Engineer will play a critical role in delivering high-quality customer support, managing upgrades, and triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows.

Support Engineers within Annalise.ai are responsible for providing exceptional Level 2 customer support, triaging issues, performing upgrades, and ensuring cases are managed in a timely and effective manner. This position will contribute significantly to our mission of scaling medical predictions globally to improve patient outcomes and make a positive impact worldwide.

What You'll Do:

• Provide Level 2 technical support, managing customer technical issues, and escalating as necessary to relevant internal teams

• Perform customer software and operating system updates and upgrades in a timely and effective manner

• Triage all incoming customer technical issues, feedback, and complaints, and route them to the appropriate workflows and teams

• Triage and provide support to cross functional teams for internal project work

• Take ownership of and manage support cases, ensuring strict case management aligned to customer SLAs

• Monitor and report on support activity against customer SLAs, maintaining a focus on efficiency and high-quality outcomes

• Participate in an on-call roster to provide exceptional service to customers with a potential view to extend to shift work to enable 24x7 coverage within the global support services team

• Deliver solutions to both technical and non-technical users, ensuring clarity via effective communication

• Maintain close communication with customers regarding ongoing support tasks, managing expectations, and ensuring customer satisfaction

• Troubleshoot and diagnose customer issues using available resources, such as documentation, knowledge base articles, and internal support tools

• Document troubleshooting steps, resolution processes, and root cause analyses for customer issues

• Work closely with internal teams, including engineering, product, and quality, to resolve complex issues and maintain customer satisfaction

• Drive continuous improvement in the support process by identifying opportunities for enhancements in workflow, systems, and tools

• Adhere to all GDPR, HIPAA, PHI, ISO, and relevant regulatory guidelines