Associate Support Engineer

Clinisys is a global leader in intelligent diagnostic informatics, delivering AI‑first, cloud‑based platforms that streamline laboratory workflows across more than 30 countries. The company’s mission is to empower healthcare ecosystems with data‑driven insights, enabling faster, more accurate diagnoses and ultimately healthier communities. With a strong focus on AI‑enabled tools, Clinisys blends cutting‑edge technology with deep domain expertise in life sciences, public health, and clinical diagnostics.

Its culture encourages continuous learning, cross‑functional collaboration, and responsible innovation, making it an attractive destination for fresh talent looking to make a tangible impact in healthcare.

The Associate Support Engineer role is an entry‑level position within the Customer Support department, designed for candidates who are eager to develop technical expertise while directly assisting healthcare clients. The incumbent will act as the first line of defense for software issues, handling inbound calls and portal tickets, diagnosing problems, and guiding users toward effective resolutions. The role also serves as a conduit between clients and internal product teams, ensuring that feedback loops are closed and that the product evolves in line with user needs.

Key responsibilities include

• Receive and respond to client requests via telephone and web portal.
• Learn and operate the case‑management system following best practices.
• Assess issue criticality, prioritize tickets, and track resolution progress.
• Research, document, and communicate problem details and status to stakeholders.
• Partner with senior engineers and product specialists to troubleshoot complex cases.
• Apply proven resolution steps and reference knowledge‑base articles.
• Leverage AI‑assisted tools for troubleshooting, documentation, and communication while maintaining professional judgment.
• Maintain high client satisfaction scores through timely and courteous service.
• Stay updated on product releases, industry standards, and regulatory changes.
• Participate in on‑call and holiday rotation schedules as required.

The technical stack relevant to this role includes AI‑enabled support platforms, case‑management software, HL7 messaging standards, SQL databases, basic networking concepts, and familiarity with Microsoft technologies such as Office 365. While deep coding is not mandatory, exposure to Java or scripting languages is advantageous.

Growth path: Starting as an Associate Support Engineer, high performers can advance to Senior Support Engineer, then to Team Lead or Technical Account Manager, eventually moving into product management or solution architecture roles. The position offers continuous up‑skilling through internal training, certifications, and hands‑on experience with cutting‑edge healthcare IT solutions.

Why join Clinisys? You will work at the intersection of technology and health, contributing to solutions that directly improve patient outcomes. The hybrid work model provides flexibility, while the AI‑first culture ensures you are always working with the latest tools.

The company’s commitment to learning, mentorship, and clear career progression makes it an ideal launchpad for a long‑term career in healthcare technology.