Forward Deployment Engineer-Viewer

Responsibilities

• Own technical solution design and configuration of the Viewer for assigned customers, mapping clinical reading workflow (worklists, hanging protocols, priors, user roles) to product configuration.
• Lead technical discovery with customers and implementation teams, covering HL7 and DICOM data flows, integrations, migration data, network and security requirements.
• Partner with the assigned implementation counterpart for this workstream to adopt learnings and best practices into customer configuration and implementations; train and coach implementation teams and customer administrators on correct configuration; publish configuration standards, baselines and deployment playbooks.
• Serve as customer-facing technical lead during go-lives, hypercare and escalations, communicating status, options and expectations to clinical and IT stakeholders.
• Provide implementation support as the escalation point for Viewer issues in assigned accounts, including reproduction, root cause analysis and resolution with engineering (approximately 20–30% of time).
• Convert recurring customer needs into standardized workflows and product requirements, distinguishing product gaps from configuration or training issues.
• Own escalation of engineering issues for assigned accounts: triage, document reproducible defects, track status with engineering and close the loop with customers.
• Configure, deploy and support customer adoption of AI-enabled workflows and agents (e.g., AI-assisted reporting, auto-assignment, intelligent hanging protocols) as they are released, coordinating rollout, site readiness and customer adoption with the Technical Delivery Manager and Product Manager.
• Validate releases and hotfixes against representative customer configurations before and after deployment.
• Support site reliability (SRE) for assigned accounts: monitor service health with observability tools, participate in incident response and drive reliability improvements with engineering.

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