Who you are
You will be working west coast (PST) overnight hours (12am - 10am PST)
This overnight support role works Wednesday through Saturday, providing overnight coverage for customers, including weekends
6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation engineering) supporting enterprise SaaS, with at least 2 years operating as a senior or lead escalation resource
Healthcare IT depth: hands-on experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting
Proven ability to debug web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues (SAML, Azure AD, Okta, ADFS)
Stellar communication skills to partner with internal teams to provide clear updates and take customer-facing ownership during incidents
Experience mentoring or coaching support engineers and raising team performance without direct authority
Exceptional written and verbal communication with physicians, IT admins and executives, and composure under pressure with a high volume of open issues
Comfortable in a fast-moving startup where process is still being built; bias toward documenting and systematizing what you learn
Experience with speech recognition or clinical documentation products
Scripting or querying skills (SQL, Python, PowerShell) for log analysis, data pulls and light automation; exposure to workflow tools such as n8n or Tray
Experience with observability and alerting tools (Better Stack, Datadog or similar) or with FHIR/Medplum
Strong command of Zendesk (triggers, SLAs, views, reporting) and Linear or equivalent, and experience designing support workflows rather than just working within them
Prior experience at a radiology practice, teleradiology group, or radiology-focused software company or a similarly focused field in healthcare
Experience supporting multi-site enterprise health system deployments or working directly with Implementations/Professional Services
What the job involves
We're adding a Senior Technical Support Engineer to our Technical Support team during the fastest period of customer growth in Rad AI's history
You'll be the technical escalation point for a portfolio of enterprise health systems and radiology groups, own our most complex Reporting, Impressions and integration issues end to end, and help shape how a scaling support function runs: process, tooling, automation, and the next generation of TSEs
Serve as the senior technical escalation point for complex, multi-system issues spanning our Reporting platform, HL7/integration layer (Interlinx, Medplum), speech recognition, and customer Windows/PACS environments, driving them to root cause rather than workaround
Own high-visibility customer incidents: lead the TS response during P1/P2 events, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and RCAs on time
Lead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and the handoff into steady-state support
Drive ticket quality and SLA attainment across the team through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify volume drivers and work with Product and Engineering to eliminate them
Build and maintain runbooks, troubleshooting guides and Help Center content for new products and integrations; raise the technical floor of the team through mentoring, shadowing and ticket reviews
Partner with our automation and AI workstream to design, test and roll out triage, classification and self-service tooling that reduces manual ticket handling
Represent Technical Support in Engineering triage, incident review and release planning, bringing customer impact data to prioritization decisions
Participate in and help lead the on-call rotation, including occasional night/weekend coverage, and contribute to the design of 24/7 coverage as the team scales
Benefits
100% health, dental, & vision
Flexible PTO
WFH stipend
401k plan
Stock options
Socials & off-sites