Overnight Senior TSE — Healthcare SaaS

Rad AI; Oregon; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical/Dental/Vision

HSA with employer match

401(k)

Paid holidays

Flexible PTO

Annual offsite

Equipment stipend

Team offsites

Job summary

Rad AI is hiring a Senior Technical Support Engineer to own complex incidents across reporting, HL7 integration, and PACS environments. You’ll lead P1/P2 responses, coordinate with engineering, and shape scalable support processes in a fast-growing AI healthcare startup.

This role requires 6+ years in enterprise SaaS support, strong communication, and healthcare IT expertise. Expect overnight PST shifts and potential weekend coverage as the team scales.

Qualifications

• 6+ years in customer-facing technical roles supporting enterprise SaaS.
• Healthcare IT depth with HL7 v2 messaging and PACS/RIS workflows.
• Strong debugging, log analysis, and network troubleshooting skills.
• Excellent written and verbal communication with diverse stakeholders.

Responsibilities

• Serve as senior escalation point for complex multi-system issues.
• Lead incident response during P1/P2 events and coordinate with on-call engineers.
• Manage go-live coverage and post-incident reviews.
• Improve ticket quality, SLAs, and triage standards.
• Create runbooks, troubleshooting guides, and self-service content.
• Collaborate with Product and Engineering to reduce recurring issues.
• Participate in on-call rotation and help design 24/7 coverage.

Skills

Enterprise SaaS support

Incident management

Strong communicator

Mentoring

Education

Bachelor's degree or equivalent

Tools

HL7 v2

Interlinx/Medplum

PACS/RIS workflows

Windows troubleshooting

Zendesk

Linear

Job description

Rad AI is hiring a Senior Technical Support Engineer to own complex incidents across reporting, HL7 integration, and PACS environments. You’ll lead P1/P2 responses, coordinate with engineering, and shape scalable support processes in a fast-growing AI healthcare startup.

This role requires 6+ years in enterprise SaaS support, strong communication, and healthcare IT expertise. Expect overnight PST shifts and potential weekend coverage as the team scales.