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Support Escalation Engineer | USA
harrison.aiLos Angeles, United Statesfull_timeVerifiedPosted 29 Apr 2025
About the role
Why join us?
💜 Do work that matters. We’re pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day. 🌏 Well-funded and global. Annalise.ai has a global presence across APAC, EU and US regions. We’re powered by Harrison.ai (raised Australia’s largest Series B of $129m in 2021).🌟 Work with a bunch of awesome, genuine people who are passionate about what they do.💻 Flexible and remote-friendly working.🚀 Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference. 🌱 Grow your career with us. We’re big believers in lifelong learning. You’ll be given a $1000 personal L&D budget, access to LinkedIn Learning, plus opportunities for internal mobility and leadership training to fast-track your career. 🙌 Generous parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.
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. The successful applicant needs to be located within the Pacific time zone. As a Support Escalation Engineer within Annalise.ai, you are responsible for providing exceptional Level 2+ customer support, triaging issues, performing upgrades, acting as an escalation point for other support engineers, owning the internal escalation pathway, 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.
You will play a critical role in delivering high-quality customer support, and managing upgrades, as well as triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows.
💜 Do work that matters. We’re pioneering AI software that will help diagnose medical images and raise the standard of healthcare for millions of people every day. 🌏 Well-funded and global. Annalise.ai has a global presence across APAC, EU and US regions. We’re powered by Harrison.ai (raised Australia’s largest Series B of $129m in 2021).🌟 Work with a bunch of awesome, genuine people who are passionate about what they do.💻 Flexible and remote-friendly working.🚀 Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference. 🌱 Grow your career with us. We’re big believers in lifelong learning. You’ll be given a $1000 personal L&D budget, access to LinkedIn Learning, plus opportunities for internal mobility and leadership training to fast-track your career. 🙌 Generous parental support including 16 weeks gender-neutral paid parental leave and $10,000 support for egg or sperm freezing.
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. The successful applicant needs to be located within the Pacific time zone. As a Support Escalation Engineer within Annalise.ai, you are responsible for providing exceptional Level 2+ customer support, triaging issues, performing upgrades, acting as an escalation point for other support engineers, owning the internal escalation pathway, 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.
You will play a critical role in delivering high-quality customer support, and managing upgrades, as well as triaging incoming customer technical issues, feedback, and complaints to the appropriate teams and workflows.
What You'll Do:
- Provide Level 2+ technical support, managing customer technical issues, serving as an escalation point to other support engineers, and escalating as necessary to relevant internal teams
- Provide in-depth support of cloud-based components of the platform, in addition to on-premises components
- Perform customer software and operating system updates and upgrades in a timely and effective manner
- Assist the regional Customer Deployment team in deploying the Annalise Enterprise solutions, including software installation and configuration, as required from time-to-time
- Take ownership of feedback and complaints on behalf of the customer through the internal feedback/complaint process
- Triage and provide support to cross functional teams for internal project work as required
- Take ownership and manage customer cases, ensuring strict case management, and adhering 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 and 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
- Identify and take ownership of opportunities for improvement of available resources for support
- Document troubleshooting steps, problem resolution processes, and root cause analysis for customer issues
- Work closely with internal teams, including customer success, 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
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