Lead, Remote Technical Support Engineering — Healthcare AI SaaS

Aidoc; Baltimore (MD); In loco; USD 140.000 - 190.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Benefits

Stock Options

Flexible Time Off

401(k) with match

Life Insurance

Disability Insurance

Descrizione del lavoro

Aidoc, a leader in clinical AI, seeks a Support Manager to lead Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and radiology workflows. You will drive RCA for critical incidents, set standards for diagnostics and escalation, and partner with Engineering, Product, and Clinical teams to strengthen the platform for hospitals worldwide.

This hands-on leadership role requires 7+ years in enterprise software, including 3+ years managing support teams, with a

Competenze

• 7+ years in enterprise software or cloud SaaS.
• 3+ years leading Technical Support or escalation teams.
• Proven KPI management and customer satisfaction track record.
• Customer-obsessed mindset driving engineering improvements.

Mansioni

• Lead a team of Technical Support Engineers handling advanced troubleshooting.
• Drive RCA for critical incidents and systemic issues.
• Set standards for diagnostics, escalation workflows, and case handling.
• Collaborate with Engineering, Product and Clinical teams on improvements.

Conoscenze

Leadership

Enterprise SaaS

KPIs & Metrics

Root Cause Analysis

Customer Empathy

Descrizione del lavoro

Aidoc, a leader in clinical AI, seeks a Support Manager to lead Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and radiology workflows. You will drive RCA for critical incidents, set standards for diagnostics and escalation, and partner with Engineering, Product, and Clinical teams to strengthen the platform for hospitals worldwide.

This hands-on leadership role requires 7+ years in enterprise software, including 3+ years managing support teams, with a