The posting
WHAT WE’RE ABOUT
At Harrison.ai http://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
This Support Engineer (Teleradiology) role is a technical position within Harrison.ai http://Harrison.ai's Service Excellence Squad. The role mainly supports Harrison.ai http://Harrison.ai Services, which provides non-clinical services, including IT support, to Frontier Radiology, an affiliated US teleradiology practice.
This role is based in person in Bangalore, India, and works on a rotating shift roster that includes nights and weekends to provide 24/7 support across US hours.
You will provide non-clinical IT support to Frontier's radiologists, who deliver 24/7 teleradiology reads of critical diagnostic imaging studies across the United States. The focus is on Level 2 end user support with emphasis on rapid resolution of issues that directly impact patient care. This spans hardware (diagnostic workstations), business-as-usual SaaS applications, and specialised clinical systems including PACS, RIS, and Harrison.ai http://Harrison.ai's AI applications and reporting software.
You will build relationships with radiologists and clinical teams, drive continuous improvement, and advocate for change. Technical downtime in teleradiology directly affects patient diagnosis and care, so you'll need to prioritise 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, supporting teams across multiple divisions as we scale globally.
WHAT YOU DO:
- Provide Level 2 support to all users regarding workstation setups - including issues with Windows OS, user accounts, and business-as-usual SaaS applications
- Provide 24/7 support to Frontier's US-based radiologists with priority response for reading workstation and clinical application issues that impact clinical workflows
- Perform case management with a focus on SLA adherence for all requests
- 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
- Support and troubleshoot site-to-site VPN connections for clinical data sharing
- Administer and support SaaS applications such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone and other applications within the business
- Take remediation actions in response to errors, problems, service requests and incidents, with ability to triage and escalate urgent technical issues affecting clinical workflows
- Perform root cause analysis on recurring issues and implement preventative measures
- Work closely with engineering teams to ensure feedback and faults are fully understood and logged, with resolutions or workarounds being 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 customers and radiologists on applications, systems, and best practices
WHAT YOU BRING:
- 2+ years of experience with PACS and RIS systems in a healthcare or radiology environment
- 3+ years of previous experience in an IT Support role supporting the Microsoft ecosystem
- Familiarity with both Windows and MacOS operating systems
- Experience supporting healthcare professionals in time-sensitive clinical 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
- Strong understanding of HIPAA requirements and healthcare data security principles
- Experience with DICOM and HL7 protocols and medical imaging workflows
- Demonstrated ability to triage and prioritise urgent clinical support requests effectively
- Excellent problem and conflict resolution skills with ability to liaise effectively with radiologists and all levels of stakeholders
Nice to have skills and characteristics:
- Experience with healthcare integration engines (e.g. Mirth Connect, Cloverleaf)
- Experience working concurrently with multiple PACS and RIS vendors
- Ability to handle multiple concurrent tasks/activities and meet high customer expectations
- 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
- 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.
