Rad AI Senior Technical Support Engineer at Rad AI serving as the senior escalation point for complex technical issues and leading technical support during enterprise go-lives. Drives process improvements and documentation for the support team.
Responsibilities
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.
Who We're Looking For:
Must be available to work West Coast hours, Sunday through Wednesday, with a shift running from 4:00 pm to 10:00 pm Pacific Time.
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.
Qualification
Scripting or querying skills (SQLStrong command of Zendesk (triggers
Preferred
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.
Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by our mission, we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!
To learn more about what it's like to work at Rad AI, visit https://www.radai.com/life-at-rad-ai and be sure to follow us on LinkedIn to stay up to date!
