Support Engineer (AI, Teleradiology)

TL;DR

Support Engineer (AI, Teleradiology): Providing Level 2 technical support for teleradiology operations and diagnostic AI solutions across the United States, with an accent on rapid resolution of issues impacting patient care. Focus on troubleshooting clinical systems including PACS, RIS, DICOM/HL7, and AI applications, alongside workstation hardware and SaaS application support.

Location: Office-based in Bangalore, India, requiring shift work across days, nights, and weekends to support US-based radiologists.

Company

hirify.global is a well-funded product company pioneering world-first AI technology to scale global healthcare capacity and deliver earlier, more accurate diagnoses worldwide.

What you will do

• Provide Level 2 support to users regarding workstation setups, Windows OS, user accounts, and business-as-usual SaaS applications.
• Deliver 24/7 priority response for reading workstation and clinical application issues impacting US-based radiologists.
• Troubleshoot DICOM and HL7 connectivity, image routing, and PACS/RIS integration problems.
• Administer and support SaaS Applications such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, and Zoom Phone.
• Perform root cause analysis on recurring issues, implement preventative measures, and triage/escalate urgent clinical issues.
• Collaborate with engineering teams to ensure feedback and faults are understood, with resolutions implemented minimally impacting downtime.

Requirements

• 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.
• Experience supporting healthcare professionals in time-sensitive clinical environments where downtime directly impacts patient care.
• Strong understanding of Microsoft 365 ecosystem, including Entra ID, SharePoint, OneDrive, and Exchange Online.
• Strong understanding of HIPAA requirements and healthcare data security principles.
• Ability to work variable shifts, including evenings, weekends, and holidays as needed.

Nice to have

• Experience with healthcare integration engines (e.g., Mirth Connect, Cloverleaf).
• Experience working concurrently with multiple PACS and RIS vendors.
• Familiarity with radiology workstation hardware specifications and diagnostic monitor calibration.
• Previous experience supporting US healthcare markets.
• Knowledge of cybersecurity principles and healthcare-specific security frameworks.

Culture & Benefits

• Innovate with world-first AI technology to transform patient outcomes and build a healthier world.
• Collaborate with diverse global minds in a culture built on trust, autonomy, and genuine teamwork.
• Join a well-funded company, backed by world-class investors with over US$240M raised.
• Access yearly L&D budgets, mentoring, hackathons, and a transparent growth framework for career scaling.
• Enjoy flexible work options including WFH and flexible hours with autonomy to make an impact.
• Benefit from inclusive family support policies covering fertility, parenthood, loss, and grandparenthood.