Technical Customer Success Associate/Manager (Healthcare IT)

AIRS Medical Inc., founded in Oct 2018, is a medical AI startup based in Seoul, Korea, that builds innovative products and services to improve patient experience and institutional efficiency in areas where productivity is limiting clinical value.

AIRS has demonstrated unparalleled deep learning technology in MR image reconstruction, consecutively winning 2019 and 2020 fastMRI Challenge hosted by Facebook AI Research (FAIR) and NYU Langone Health. This SwiftMR technology is a standalone software solution that enables up to 50% MRI scan time reduction without compromising image quality and has successfully been commercialized in Korea and the US market.

With the recent acquisition of AI-robotics-based startup, Artiq, AIRS aims to further solidify its unique market position of diagnostic efficiency as well as its monopoly of top-notch talents in AI and robotics. Artiq brings to AIRS a new product, AIIV, a venipuncture automation robot. The prototype is ready to undergo clinical trials in summer 2024 in Korea, with commercial launch targeted for the end of 2024, which will be the first commercialization of its kind in the world.

AIRS has finalized a $20 million Series C fundraising stage last July. The accumulated total of funds raised to date is approx. $45 million.

Join our US team as a Technical Customer Success Associate/Manager and play a vital role in ensuring healthcare clients successfully integrate and maximize the value of SwiftMR, our cloud-based MRI reconstruction software. This role involves working directly with healthcare providers to set up and configure SwiftMR, establish connections with MRI systems and PACS, and troubleshoot technical issues. As a critical member of our customer success team, you’ll combine technical expertise with a customer-focused approach to ensure smooth installations, resolve technical issues, and deliver a positive SwiftMR experience from setup to ongoing support.

🚩Roles & Responsibilities

Technical Implementation (50%)

• Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs
• Connect SwiftMR to MRI systems and integrate it with PACS, managing network and DICOM configurations for smooth interoperability
• Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity
• Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities

Customer Support & Troubleshooting (50%)

• Act as the primary technical resource for clients, providing application support and resolving technical issues
• Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations
• Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support
• Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results

🎯Qualifications

• 5+ years in a technical or application support role within healthcare IT.
• Proficiency with TCP/IP networking and DICOM networking
• Experience with MRI systems, PACS, and imaging software, with PACS support experience highly desirable
• Strong problem-solving skills, with the ability to independently diagnose and resolve complex technical issues
• Excellent communication skills, with a client-focused approach and the ability to explain technical concepts to non-technical users

🏅Preferred Experiences (Nice to Have)

• 10+ years in a technical or application support role within healthcare IT
• Those with proven competencies may be promoted to an Technical Customer Success Manager job title upon final offer.
• Experience implementing radiology AI software in hospital settings
• Fluent in Korean

🤝 Work Conditions and Environment

• Work type: Full-time
• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work from home, with occasional business travel
• Collaborate with team members around the country and the world

🏃‍♀️ Hiring Process

• Screening
• Competency-based interview (Hiring manager)
• Competency-based interview
• Culture-fit Interview
• Onboarding