AI-Driven Technical Support Operations Lead

Rad AI; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Life

HSA with employer match

401(k)

Paid holidays

Flexible PTO

Annual offsite

Equipment stipend

Job summary

Rad AI is hiring a Technical Support Operations Manager to build and optimize the complex support systems powering our AI-driven healthcare platform. You will bridge support, platform engineering, and product teams to ensure high availability and fast incident resolution.

You will lead a small team to design, implement, and maintain scalable workflows, automation, and telemetry, enabling reliable enterprise deployments in a fast-moving healthtech environment.

Qualifications

• 5–7 years managing highly technical support teams in SaaS/healthtech.
• Deep expertise in Zendesk; familiarity with Linear, Monday.com, HubSpot, BetterStack.
• Hands-on automation with n8n, Zapier or similar.
• Experience shipping AI-enabled operational improvements.
• Proven people management and cross-functional collaboration.
• Healthcare tech experience is a plus.

Responsibilities

• Architect and maintain the end-to-end support operations infrastructure and integrations (Zendesk, Linear, Monday.com, BetterStack).
• Design automated incident response pipelines and real-time SLA telemetry.
• Build and deploy LLM-driven automation pipelines (n8n, Glean, Claude API) for payload validation and context enrichment.
• Lead L3 escalations, write diagnostic runbooks and topology documentation.
• Create dashboards and perform RCA to improve automated triage and fault tolerance.
• Mentor engineers and drive reliability enablement across teams.

Skills

Support team mgmt

SaaS & Healthtech

Zendesk expertise

Automation tools

AI in ops

Cross-functional liaison

People management

Tools

Zendesk

Linear

Monday.com

HubSpot

BetterStack

Job description

Rad AI is hiring a Technical Support Operations Manager to build and optimize the complex support systems powering our AI-driven healthcare platform. You will bridge support, platform engineering, and product teams to ensure high availability and fast incident resolution.

You will lead a small team to design, implement, and maintain scalable workflows, automation, and telemetry, enabling reliable enterprise deployments in a fast-moving healthtech environment.