Support Engineer (Healthcare AI)

Location: Remote, USA; occasional travel and work outside standard business hours may be required for 24/7 on-call coverage.

Company

hirify.global develops diagnostic AI solutions and clinical platforms that help clinicians deliver earlier and more accurate diagnoses.

What you will do

• Provide Level 2 support to US radiologists and clinical teams using reading workstations, diagnostic viewers, PACS, and RIS, prioritizing issues that interrupt clinical workflows.
• Troubleshoot HL7 v2.x and DICOM integrations, including MLLP, ACK/NACK handling, patient identity mapping, image routing, study retrieval, and clinical document delivery.
• Maintain healthcare integration infrastructure, including Linux edge nodes, routing rules, transforms, VPN tunnels, FHIR retrieval, facility onboarding, and reconciliation of failed messages.
• Own customer cases in Salesforce against contractual SLAs, investigate product eligibility and model-result issues, triage complaints, and escalate suspected patient harm.
• Support internal users and corporate IT across Windows, macOS, and Linux, including Microsoft 365, identity providers, SSO, MFA, Intune, Jamf, endpoint security, onboarding, and offboarding.
• Coordinate incidents, operate cloud infrastructure on Google Cloud and AWS, support Kubernetes migration, write root cause analyses and runbooks, and participate in 24/7 on-call coverage.

Requirements

• 4+ years of technical support experience spanning end-user IT and production systems on Windows, macOS, and Linux.
• 2+ years supporting clinical systems such as PACS, RIS, EMR/EHR, or healthcare integration engines where downtime affects patient care.
• Hands-on HL7 v2.x and DICOM troubleshooting, including ADT, ORM, ORU, MDM, DFT, MLLP, C-STORE, C-FIND, C-MOVE, AE titles, ports, and failed-delivery requeue.
• Experience configuring healthcare integration engines, authoring routing rules and transforms, and providing Level 2 customer support against contractual SLAs.
• Experience with Linux server administration, Google Cloud or AWS production workloads, site-to-site VPNs, federated SSO, Microsoft 365, and Entra ID.
• Willingness to join a 24/7 on-call rotation and work remotely from the USA. Strong HIPAA and healthcare data security knowledge is required.

Nice to have

• Experience with Konica Minolta Exa Platform and Exa Viewer or comparable enterprise PACS/RIS systems.
• Experience with Interlinx, Mirth Connect, Cloverleaf, Rhapsody, Corepoint, Epic, Cerner, or Meditech integrations.
• Experience supporting medical devices or healthcare SaaS products, including complaint handling and post-market surveillance.
• Knowledge of FHIR, Kubernetes, containerization, VMware, OpenTelemetry, observability, Python, Bash, or PowerShell.
• Experience with Salesforce Service Cloud, Jira Service Management, teleradiology operations, diagnostic monitor calibration, or radiology workstation hardware.

Culture & Benefits

• Work with distributed teams across continents on AI technology focused on improving patient outcomes.
• WFH options, flexible hours, and autonomy over when and where work is performed, subject to role requirements.
• Yearly learning and development budgets, mentoring, hackathons, secondments, and a transparent growth framework.
• Inclusive support policies for fertility, parenthood, loss, and grandparenthood.
• Participation in a collaborative, trust-based environment backed by substantial investment for global growth.