Technical Implementation & Support Engineer (APAC)

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.

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.

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