AI Healthcare Technical Support Operations Lead

AI Chopping Block; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, Vision

Life insurance

HSA with employer match

401(k)

11 Paid Company Holidays

Flexible PTO

Annual company‑wide offsite

Annual equipment stipend

Job summary

Rad AI is seeking a Technical Support Operations Manager to build and optimize the systems and workflows behind our AI platform. You’ll bridge support, platform engineering, and product teams to ensure high availability and rapid incident resolution.

You will lead a 2–4 person team, manage operational infra across enterprise healthcare deployments, and own escalation processes with a metrics-driven approach.

Qualifications

• 5–7 years managing highly technical support teams in a SaaS or healthtech environment.
• Deep expertise in Zendesk and familiarity with Linear, Monday.com, HubSpot, BetterStack.
• Experience in radiology or healthcare tech is a major plus.
• Hands‑on experience with automation tools like n8n, Zapier, or similar.
• Proven track record designing and managing cross‑functional systems and workflows.
• Experience implementing or leveraging AI tools to improve operational efficiency.
• Demonstrated people management alongside systems/operations ownership.
• Ability to operate from high-level architecture to detailed platform configuration.

Responsibilities

• Oversee operations management: architect and maintain support infra and telemetry.
• Lead automation pipelines and incident response with real-time SLA telemetry.
• Develop AI orchestration workflows using n8n and related tools.
• Serve as final escalation tier for high-severity issues and create runbooks.
• Build analytics dashboards and perform RCA to improve triage and reliability.
• Lead engineering team mentorship and performance metrics.
• Coordinate with product, engineering and solutions teams on resilience specs.

Skills

Zendesk

People management

Automation tooling

Cross-functional collaboration

Go-live operations

Education

Tools

Linear

Monday.com

HubSpot

BetterStack

Job description

Rad AI is seeking a Technical Support Operations Manager to build and optimize the systems and workflows behind our AI platform. You’ll bridge support, platform engineering, and product teams to ensure high availability and rapid incident resolution.

You will lead a 2–4 person team, manage operational infra across enterprise healthcare deployments, and own escalation processes with a metrics-driven approach.