Clinical Application and Support engineer

YOUR MISSION ROLE DESCRIPTION Nicolab connects human and artificial intelligence to revolutionize emergency care, starting with stroke treatment. Founded as a spin-off from the Amsterdam University Medical Center, we are a diverse global team dedicated to ensuring every patient gets the right treatment in time. We are looking for a motivated and technically curious Technical Implementation & Support Engineer to drive the integration, and ongoing support of our software across the APAC region. At Nicolab, customer relationships are as critical as the technology itself. You will build trust with hospital IT teams and clinicians, ensuring our deployments are smooth and hospitals gain maximum clinical value from our solutions. The role will initially focus on deep technical support and incident management for our live hospital clients. As you become an expert in our systems, your responsibilities can expand to lead full-scale technical implementations for new hospital networks, conduct technical discussions with customers, and become a trusted advisor for some of the region’s leading healthcare organisations. You will work closely with our customer success and global technical teams to monitor system health, minimise the impact on hospital IT resources, and provide actionable feedback to help our clients optimise patient care. If you're someone who enjoys learning, takes initiative, loves technology & solving problems, and wants to build a career where your work has a genuine impact on people's lives, we'd love to hear from you. KEY RESPONSIBILITIES TECHNICAL SUPPORT & INCIDENT MANAGEMENT  * Act as the primary technical liaison during implementation and for our live hospital deployments, owning the investigation and resolution of complex post-go-live issues. * Perform deep-dive troubleshooting on our SaaS platform, diagnosing root causes in Linux-based environments and network topologies. * Troubleshoot and resolve critical infrastructure and connectivity issues, including VPN connectivity problems, relay server outages, certificate-related issues and apply configuration changes. * Escalate complex product-level issues to senior engineers or developers as needed, providing detailed logs and context. SYSTEMS INTEGRATION & CUSTOMER ONBOARDING * Participate in pre-deployment technical planning and connectivity discussions to ensure seamless integration of our application within complex hospital IT environments. * Work directly with hospital IT teams to design and document VPN configuration, relay server setup, perform updates and Linux-based virtual machine installation. * Provide guidance on network topology and firewall rules to meet strict hospital compliance and security requirements. * Assist in the setup, configuration, and deployment of Nicolab solutions for new clients, ensuring integration with existing PACS/DICOM workflows. * Ensure that the implementation process is smooth, timely, and meets client expectations, acting as the technical authority during kickoff calls. CUSTOMER INTERACTION & DOCUMENTATION * Maintain a high level of professionalism in all customer interactions, building strong relationships with hospital IT admins, PACS administrators, and clinical staff. * Document support cases, network and system architectures, and resolutions in our ticketing system (Jira/Confluence). * Create and update technical user manuals, runbooks, and internal FAQs. * Collect and relay customer feedback to the customer success and product development team to help improve our offerings. YOUR PROFILE QUALIFICATIONS & REQUIREMENTS EDUCATION & CORE SKILLS * Bachelor’s degree in Information Technology, a related field, or equivalent work experience in hospital IT. * Basic understanding of software and backend services. * Solid project and time management skills, with the ability to work independently and as part of a remote, global team. * Excellent verbal and written communication skills in English (any additional language is a plus). TECHNICAL EXPERIENCE * Systems & Architecture: Hands-on Linux administration (virtual machines, log analysis, service management) and a solid understanding of secure SaaS architectures. Familiarity with supporting cloud-hosted applications and modern cloud platforms. * Networking: Experience with network configuration and troubleshooting, including VPN tunnels (IPsec or equivalent) and strict firewall rules. * Technical Translation: The ability to translate complex cloud/SaaS requirements into clear, actionable instructions for external IT administrators. * Tools: Experience using support ticketing and documentation systems (JIRA, Confluence, or similar) and centralised cloud logging dashboards (Grafana, Loki, GCP and AWS). * Healthcare IT: Previous experience working with hospital IT environments, PACS/DICOM workflows, or other medical imaging systems is highly preferred.  WHAT YOU BRING * You bring strong technical knowledge combined with good communication skills to clearly explain technical concepts. * You have a customer-focused, go-getter attitude and aren't afraid to politely but persistently push hospital clients to keep implementations on schedule. * You love to work in teams and are proactive in reaching out to members globally to ensure alignment. * Previous experience in a deeply technical support, systems integration, or deployment role is highly preferred. WHY US? Benefits * Chance to make a real difference in patients' lives * Work in a stimulating environment with a motivated team * Flexible Employment Agreement: Part time / Fulltime * Annual Salary Range  $120.000 - $150.000 * Flexible working hours * Flexible paid time off * Remote work policy * Laptop + home office/IT equipment * Commuting to work/office* - costs reimbursement * Employee Stock Option Plan (ESOP) * Corporate programs including Employee Referral Program with rewards * Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more *All benefits and perks are subject to certain eligibility requirements based on location Application Process * Interview with Recruiter/HR * Interview with Hiring Manager  * Technical assessment with Peers (no managers present)  * Prior employment verification check (reference/background check) * Interview with Executive

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Clinical Application Administrator at a pivotal moment. Scan.com has built a national imaging network that processes thousands of scan orders daily — and the HL7 and DICOM integrations underpinning it are mission-critical infrastructure that directly impacts patient care. WHAT YOU WILL BE GETTING INVOLVED IN Scan.com's interoperability layer is what makes our network run. Every scan order that arrives from a referring physician, every radiology report delivered back to a provider, and every image routed through our PACS infrastructure depends on integrations working reliably in production, every day. When they don't, patients wait longer and providers lose trust. As Clinical Application Administrator, you will be on the front line of keeping that infrastructure healthy. You will monitor HL7 interfaces, triage and resolve failures, manage the support queue, and work alongside engineering, operations, and clinical teams to close issues and prevent recurrence. You will also play a hands-on role in onboarding new imaging center clients, configuring and validating DICOM and HL7 gateway connections from deployment through live production. This is a technically demanding operations role that rewards deep curiosity about how clinical systems talk to each other. You do not need to be a software engineer, but you need to be comfortable reading an HL7 message, diagnosing why it failed, and knowing what to do about it. As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: * Monitor and maintain active HL7 interfaces across ORM and ORU message types, ensuring orders and results are transmitted accurately and on time between Scan.com and partner systems * Analyze HL7 message segments including PID, PV1, OBR, and OBX to diagnose data transmission failures and validate downstream delivery * Reprocess failed messages and confirm successful resolution, maintaining detailed records of the issue, root cause, and corrective action * Perform daily production support tasks including report reprocessing, data corrections, and study transfers to keep workflows running without interruption * Manage the support ticket queue across Slack, Linear, and HubSpot, ensuring every issue has clear ownership, timely follow-up, and complete documentation * Support PACS gateway operations alongside the Team Lead, including writing and maintaining scripts, pushing studies, troubleshooting connectivity issues, and validating image transfers * Lead the technical deployment and configuration of DICOM and HL7 gateway software for new client onboardings, validating end-to-end image routing before go-live * Collaborate with engineering, operations, clinical, and client support teams to investigate and resolve integration issues, and to implement longer-term fixes where recurring patterns emerge * Document processes, issue resolutions, and configuration changes to build a reliable knowledge base for the team * Identify opportunities for automation and workflow improvement within the integration support function * Manage smaller-scale projects end to end, providing coordination and communication across stakeholders from initiation through delivery THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR Production fluency. Within 60 days, you are independently triaging and resolving the majority of incoming support tickets, with a clear understanding of our interface landscape, escalation paths, and documentation standards. Interface reliability. You have measurably reduced the average time to resolution for HL7 failures and reprocessing requests, and you have contributed to eliminating at least one category of recurring failure through improved monitoring or process change. Successful client onboardings. You have led the technical deployment and validation for new imaging center connections, completing them on schedule and with clean post-go-live performance. Documentation depth. The team's knowledge base is materially better because of your time here. Process documentation, gateway configuration records, and issue resolution logs are complete, current, and actually used. Continuous improvement contribution. You have identified and implemented at least one automation or workflow improvement that reduces manual effort in the support or onboarding process. WHAT YOU MIGHT BRING TO THE TABLE You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: * Working knowledge of HL7 v2 message structure, including common message types (ORM, ORU) and segment-level analysis (PID, PV1, OBR, OBX). You don't need to have built an interface engine from scratch, but you should be able to read a message and identify what's wrong with it * Experience with an integration engine such as Rhapsody, Mirth Connect, or equivalent. Depth matters less than genuine familiarity and a clear appetite to develop further * Familiarity with PACS, RIS, or EHR systems and the radiology workflow they support: order to acquisition to interpretation to results delivery. Understanding this lifecycle is essential context for diagnosing where things break * Familiarity with DICOM concepts and basic imaging terminology, including experience pushing, reprocessing, or validating imaging studies for troubleshooting purposes * Strong organizational instincts. This role manages multiple concurrent issues across multiple platforms, and the person who thrives here keeps clear notes, closes loops, and doesn't let tickets go stale * Clear written and verbal communication. You will work across technical and non-technical stakeholders and need to translate between them accurately and without jargon where it isn't warranted * Experience in healthcare IT or clinical systems support is strongly preferred. Familiarity with the regulatory and operational context of healthcare makes a meaningful difference in this role HOW WE WILL INTERVIEW YOU We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order depending on team availability: * Introductory call with our Senior Talent Partner, approximately 30 minutes by phone. * Video call with the hiring manager, approximately 45 minutes, structured deep-dive into the role and technical domain. * Assessment stage, which may be a take-home exercise, in-person session, or additional video calls. We're mindful of your time. * Meet the founders and/or other team members. * Offer! BENEFITS We go beyond the basics with our benefits package. Here's what you can expect from us: * Competitive salary range, plus performance bonus and equity * 401k * Healthcare, Vision, and Dental * All equipment needed to do your role effectively * Flexible and remote/hybrid working options * Personal development budgets * 18 days PTO plus public holidays * 10 paid sick days * Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.