Lead Technical Support Engineer — AI Healthcare Platform

Aidoc; Pittsburgh (Allegheny County); In loco; USD 120.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote-first culture

Healthcare benefits

Stock options for all full‑time

401(k) plan with company match

Flexible time off

Descrizione del lavoro

Aidoc is a global leader in AI-powered clinical decision support, delivering real-time imaging insights to over 60 million patients annually. We’re hiring a Support Manager to lead a team of Technical Support Engineers who troubleshoot the Aidoc platform and radiological workflows, partnering with Engineering, Clinical and Implementation teams.

You will drive performance against KPIs, develop technical standards, and mentor engineers while ensuring superior service to hospital customers in a

Competenze

• 7+ years in enterprise software or cloud-native SaaS with 3+ years in tech-support leadership.
• 3+ years hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management.
• Proven track record in KPI management and driving engineer performance and customer satisfaction.
• Customer-obsessed mindset with experience serving hospitals, radiologists, and IT stakeholders.

Mansioni

• Lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform and clinical radiological workflows.
• Drive root‑cause analysis (RCA) for critical incidents and systemic product issues.
• Establish technical standards for case handling, diagnostics, and escalation workflows.
• Lead internal technical reviews of recurring issues to surface architectural or product improvements.

Conoscenze

KPI management

Leadership

Customer focus

Stakeholder management

Technical troubleshooting

Strumenti

PACS

DICOM

HL7

EHR

Descrizione del lavoro

Aidoc is a global leader in AI-powered clinical decision support, delivering real-time imaging insights to over 60 million patients annually. We’re hiring a Support Manager to lead a team of Technical Support Engineers who troubleshoot the Aidoc platform and radiological workflows, partnering with Engineering, Clinical and Implementation teams.

You will drive performance against KPIs, develop technical standards, and mentor engineers while ensuring superior service to hospital customers in a