Customer Support Engineer

The Rundown AI, Inc.; New York (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Support Engineer to join their mission of transforming healthcare with AI. This role offers a unique opportunity to provide top-tier technical support for a growing product portfolio and engage with a community of physician users across the country. You'll be responsible for troubleshooting web applications, developing support documentation, and ensuring compliance with service level agreements. Join a team that values diversity and is committed to making a meaningful impact on patient care through cutting-edge technology. If you're passionate about driving innovation in healthcare, this role is perfect for you.

Benefits

Comprehensive Medical, Dental, Vision & Life insurance

HSA with employer match

401(k)

11 Paid Company Holidays

Flexible PTO policy

Annual company-wide offsite

Periodic team offsites

Annual equipment stipend

Qualifications

• 3+ years in customer-facing technical roles like support engineering.
• Experience in radiology practice or tech company is preferred.

Responsibilities

• Communicate effectively with users to resolve technical issues.
• Develop support processes and documentation for products.
• Troubleshoot web applications and collaborate with engineering teams.

Skills

Technical Support

Communication Skills

Problem Solving

Customer Success

SaaS Applications

Windows Environment

Interpersonal Skills

Time Management

Education

Bachelor's Degree in a related field

Tools

Zendesk

Linear

Job description

About Rad AI

At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.

Rad AI has secured over $140M in funding, including a recently oversubscribed $60M Series C round led by Transformation Capital, bringing our valuation to $525M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing our mission to empower physicians with cutting-edge AI.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.

Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact.

If you’re ready to shape the future of healthcare, we’d love to have you on our team!

Why Join Us:

We are looking to expand our team with an additional Customer Support Engineer. This is an exciting opportunity to join us during a period of rapid growth and contribute to delivering top-tier technical customer service for our expanding product portfolio and our growing community of physician users across the United States.

What You’ll Be Doing:

• Communicate effectively and empathetically with admins and users to understand issues, provide technical guidance, and share status updates on open cases.

• Provide thought leadership on our support playbook by developing support processes and documentation for Rad AI products.

• Work closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance.

• Troubleshoot and debug web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks.

• Collaborate with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance.

• Adapt and thrive in a fast-paced startup environment with a willingness to learn new technologies.

• Support our 24/7 customer base with on-call shifts including occasional night/weekend coverage.

Who We're Looking For:

• 3+ years of experience in customer-facing technical roles such as technical support, technical account management, customer success, support engineering, or similar functions in software products.

• Experience in a radiology practice or a radiology-focused tech company.

• Exceptional written and verbal communication skills with strong interpersonal abilities.

• Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment.

• Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure.

• Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency.

• Familiarity with customer support systems such as Linear, Zendesk, or similar platforms.

• Available to work Pacific or Mountain Time Zone business hours.

Nice to Haves:

• Knowledge of Active Directory and Single Sign-On technologies such as SAML, ADFS, Azure AD, and Okta.

• Understanding of HL7 standards.

• Experience troubleshooting VPN and other networking issues.

• Familiarity with speech recognition technology.

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!

For US-Based Full-Time Roles, Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance

• HSA (with employer match), FSA, & DCFSA

• 401(k)

• 11 Paid Company Holidays

• Location Flexibility (Remote-first company!)

• Flexible PTO policy

• Annual company-wide offsite

• Periodic team offsites

• Annual equipment stipend

• For roles based outside the US, your recruiter can share more details

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.