Note: The job is a remote job and is open to candidates in USA. Rad AI is a healthcare artificial intelligence company transforming radiology through AI-driven solutions. The Technical Support Operations Manager will architect and manage technical support systems, automation pipelines, incident workflows, and operational telemetry while leading a team of Technical Support Engineers and partnering with engineering, product, and solutions architecture teams.
Responsibilities
- Systems Architecture & Integration Stack: Architect and maintain the end-to-end technical infrastructure stack for support operations — including RESTful API integrations, webhook orchestration, and event-driven data flow across Zendesk, Linear, Monday.com, and BetterStack; lead database-level troubleshooting and telemetry analysis to diagnose system-level anomalies in partnership with Core Engineering
- Workflow & Incident Engineering: Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines; establish programmatic tracking for MTTR, system availability, and operational error budgets to maintain high-precision visibility into platform health
- AI Orchestration & Automation Engineering: Programmatically reduce triage latency by building and deploying LLM-driven automation pipelines using n8n, Glean, and the Claude API to execute automated payload validation, log parsing, and context enrichment prior to human engineering review
- L3 Technical Escalations & Diagnostic Runbooks: Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer dropouts; author comprehensive diagnostic runbooks, API failure trees, and system topology documentation to increase first-contact resolution rates
- Operational Telemetry & System Analytics: Build custom analytics dashboards to query and analyze operational telemetry; perform root-cause analysis (RCA) on systemic platform failures to drive continuous improvement in automated triage and fault tolerance
- Engineering Team Leadership & Mentorship: Directly manage and upskill a high-caliber team of Technical Support Engineers; cultivate a rigorous, systems-engineering mindset focused on root-cause diagnosis, clean code practices in scripting, and operational reliability
- Performance Metrics & Technical Growth: Define quantitative engineering benchmarks and technical proficiency targets; structure 1:1s, architectural walkthroughs, and technical development plans that promote internal advancement and low attrition
- Cross-Functional Platform Interface: Act as the primary technical liaison between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture; translate technical support telemetry into actionable bug reports, feature requests, and system resilience specifications
- Reliability Enablement & Customer Advocacy: Lead technical enablement sessions on newly shipped platform endpoints and infrastructure shifts; advocate for platform stability and API backward compatibility to ensure seamless operations for enterprise health system deployments
Skills
- 5–7 years managing highly technical support teams in a SaaS or healthtech environment; startup experience strongly preferred
- Deep expertise in Zendesk and strong familiarity with Linear, [Monday.com](http://Monday.com), HubSpot, BetterStack, and CRM/integration platforms
- Hands-on experience with automation tools such as n8n, Zapier, or similar platforms
- Proven track record designing and managing cross-functional systems and workflows
- Experience implementing or leveraging AI tools to improve operational efficiency — not just evaluating them, but shipping them
- Demonstrated people management experience alongside systems/operations ownership
- Ability to operate at both strategic and tactical levels, from high-level architecture to detailed platform configuration
- Excellent stakeholder management skills across technical and non-technical audiences
- Experience in radiology or other healthcare tech a major plus
- Experience supporting go-live operations and enterprise customer onboarding a strong plus
Benefits
- Equity
- Comprehensive Medical, Dental, Vision & Life insurance
- HSA (with employer match), FSA, & DCFSA
- 401(k)
- 11 Paid Company Holidays
- Flexible PTO policy
- Annual company-wide offsite
- Periodic team offsites
- Annual equipment stipend
Company Overview
Company H1B Sponsorship