Lead Support Engineer

Customer Success           ·        Sydney, New South Wales         ·         Full Time

Job Summary 

Omniscient Neurotechnology is seeking a full-time or contract Lead Support Engineer in Australia to enable our business to continue to move beyond reactive bug fixing into a more sustainable support workflow, and to deliver effective active learning in response to technical issues as they arise.  

About Omniscient 

Omniscient Neurotechnology is the “Human Connectome Company”. 

Headquartered in Australia, Omniscient is a pioneer in human Connectomics, a field of neuroscience that investigates the structural and functional connections of the human brain. Such study is providing researchers and clinicians the tools to better understand and treat complex neurological and mental disorders in a hyper-personalised way. Our technology uses routine MRI scans to produce personalised brain maps via patented cloud and machine-learning-based processing techniques. Traits and abnormalities derived from an individual’s brain pathways can allow neurosurgeons, neurologists, psychologists and psychiatrists the ability to make more accurate diagnosis and create personalised treatment plans for all brain-related disorders.  

Our products deliver these maps with enterprise-grade efficiency and usability, enabling broader access to vital subject-specific neurological insights. These insights are rapidly changing the research, diagnosis, and treatment of diseases such as depression, anxiety, dementia, chronic pain, cancer, schizophrenia, bi-polar disorder, ADD, ADHD, PTSD & TBI. Since founding we have grown exponentially and achieved several world-firsts, such as the development of the world’s first Connectomic neurosurgical planning platform to be cleared by regulatory bodies. Today, we are building the world’s most advanced repository of brain imaging data to facilitate researchers globally with the goal of using machine learning to explore the brain’s 100 billion connections. 

With continued development, we intend to improve the lives of billions with both medical and non-medical products and services that drastically change how the human brain is understood, treated, and even enhanced.  

To achieve our goals, we’ve recruited a high-caliber team of professionals in Australia, USA, LATAM, China, and Canada and are continuing to grow our team globally. 

Senior Team 

Dr Michael Sughrue | Co-Founder, Director & Chief Medical Officer 

Mike built one of the biggest neurosurgery practices in the US.  With over 230 articles published in scientific journals and as a world authority in the field of Connectomics, Mike brings an unrivalled understanding of the brain to the business of practical clinical outcomes  

Dr Stephane Doyen | Co-Founder, Director & Chief Technology Officer 

As the Head Data Scientist with top-tier consultants, Oliver Wyman, combined with a PhD in neuroscience from Cambridge, Stephane is the ideal technical leader to develop our brain/machine-learning software 

Stephen Scheeler | CEO & Managing Director 

Stephen headed up Facebook’s #5 market (ANZ) and was a pivotal figure in scaling Facebook from start up to US$500+ billion giant.  Stephen brings the commercial software business leadership to execute our vision 

Products 

Quicktome- FDA cleared cloud based neurosurgical planning system. Utilizes a unique machine learning algorithm to provide a patient specific connectome map to look at functional brain networks. This information is utilized by neurosurgeons, neurooncologists, and rehabilitation clinicians to provide network information for planning purposes. 

Infinitome- Research software that takes a rsfMRI brain image, loaded via a web browser that de-identifies on-site, to the Cloud where, through 23 machine-learning steps, we return a functional map and detect anomalies of the patient’s brain in one hour.  This research approach may eventually allow neurosurgeons, neurologists, psychologists and psychiatrists to make more accurate diagnosis and personalized treatment plans for all brain-related disorders. 

Role 

As Lead Support Engineer you are Omniscient’s customer support champion. You will be the go-to expert for 3rd line support and solutions globally, as well as the provision of detailed technical advice and guidance. 

Emerging technical and clinical issues will require your skills to identify, investigate, and make recommendations for effective solutions as the bridge between the front-line and the engineering team. 

You will be a key member of the team responsible for the design & implementation of our SLA’s and the associated tools, policies, and processes to deliver against these, as well as training & upskilling of front-line support teams globally. 

Responsibilities 

• Developing procedures, work order instructions and technical artefacts related to supporting customers  
• Applying deep issues analyses, including defining problems in technical terms to expedite the development team’s assessment and analysis  
• Deliver effective and efficient 3rd level support to resolve customer issues  
• Deliver complex troubleshooting of installation and deployment issues, including assisting with the completion of hospital IT security questionnaires 
• Determine and guide development of the “field support” toolbox, enabling streamline remote/on-site debugging of client issues 
• Provide technical training and new product roll-out training to the support team  
• Review and management of CRM support and deployment tickets to identify patterns and comply with medical device standards 
• Subject Matter Expert (SME) in twice yearly MDSAP audits, demonstrating compliance with regulatory requirements and internal procedures and practices  

Key Requirements 

• Must have a Bachelors in Computer Science, Software Engineering, Math, Science or equivalent 
• Must have 5+ years experience in leading software product support teams (preferably in medical technology industry), including hands-on building of organizational support capacity 
• Must be proficient in Unix VM’s (command line) including SSH and knowledge of networking protocols 
• Must be an expert in DICOM standard (particularly brain MRI), and have in-depth knowledge of PACS and radiology workflows 
• Must be familiar with using containerization (eg Docker) and Python 
• Knowledge of Javascript/Typescript, and AWS cloud infrastructure and DevOps, will be beneficial  
• Demonstrated focus on delivering customer success through training and upskilling of colleagues 
• Ability to establish and maintain strong relationships within the organisation  

Benefits & Perks 

• Competitive salary based on market and candidate experience 
• Attractive Employee Share Option Plan 
• Flexible and/or remote working – we value work-life balance 

Please click here to apply.