Technical Implementation & Support Engineer (APAC)

About the role

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 motivated and technically curious 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 solutions. 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, conduct technical discussions with customers, and become a trusted advisor for some of the region's leading healthcare organisations. You will work closely with our customer success and global technical teams to monitor system health, minimise the impact on hospital IT resources, and provide actionable feedback to help our clients optimise patient care. If you're someone who enjoys learning, takes initiative, loves technology & solving problems, and wants to build a career where your work has a genuine impact on people's lives, we'd love to hear from you. Key Responsibilities Technical Support & Incident Management Act as the primary technical liaison during implementation and 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 and connectivity issues, including VPN connectivity problems, relay server outages, certificate-related issues 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 Participate in pre-deployment technical planning and connectivity discussions to ensure seamless integration of our application within complex hospital IT environments. Work directly with hospital IT teams to design and document VPN configuration, relay server setup, perform updates 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 Nicolab solutions 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 customer success and 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. Familiarity with supporting cloud-hosted applications and modern cloud platforms. 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 centralised cloud logging dashboards (Grafana, Loki, GCP and AWS). 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 ar

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