Technical Implementation & Support Engineer (APAC) at Nicolab

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Linux Administration, Network Troubleshooting, VPN Configuration, SaaS Architecture, PACS/DICOM Workflows, Incident Management, Technical Support, Systems Integration, Jira, Confluence, Grafana, Loki, Google Cloud Logging, Firewall Configuration, Customer Relationship Management, Technical Documentation

Industry

Medical Equipment Manufacturing

Description

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 passionate 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 application. 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. You will work closely with our global technical teams to monitor system health, minimize the impact on hospital IT resources, and provide actionable feedback to help our clients optimize patient care. Key Responsibilities Technical Support & Incident Management Act as the primary technical liaison 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 issues such as VPN connectivity problems, relay server outages 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 Work directly with hospital IT teams to design and document VPN configuration, relay server setup, 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 our software solutions (StrokeViewer) 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 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. 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 centralized cloud logging dashboards (Grafana, Loki, Google Cloud Logging). 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 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 About us Nicolab was founded in 2015 following the acclaimed MR CLEAN trial, the first Randomised Clinical Trial proving the benefit of Endovascular Treatment. The trial led to a global paradigm shift in acute stroke care and triaging, resulting in the hospital Hub and Spoke model. Leading MR CLEAN researchers and our co-founders, Dr. Merel Boers and Dr. Renan Sales Barros, recognized the need for an AI solution to revolutionize stroke care. With exclusive access to the heterogeneous MR CLEAN dataset, Nicolab developed StrokeViewer. StrokeViewer provides the most accurate AI algorithms to diagnose stroke patients worldwide. Our background is steeped in leading clinical research, which is why we continue to invest and contribute significantly to research, ensuring that Nicolab remains at the forefront of driving innovative change and improving outcomes for stroke patients. While Nicolab continues to run its operations with Headquarters in Amsterdam, The Netherlands, we are proudly an Australian-based publicly unlisted company with an expanding global presence. Visit our website: Nicolab.com

Responsibilities

The role focuses on providing deep technical support and incident management for SaaS deployments in hospital environments across the APAC region. It involves designing network configurations, managing Linux-based virtual machines, and ensuring smooth software integration with PACS/DICOM workflows.