Remote Production Support Engineer for Global Customers

Aidoc; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Stock options

Flexible time off

401(k) with company match

Life insurance

Disability cover

Job summary

Aidoc is seeking a customer-obsessed Technical Support Engineer to bridge customers and engineering. You will diagnose complex issues, coordinate incident response, and ensure platform reliability for a global base of users.

This role requires deep technical troubleshooting in a fast-paced SaaS environment and may require after-hours support. You will own customer-impacting issues, triage production alerts, and collaborate with engineering to drive long-term fixes.

Qualifications

• Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
• Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.

Responsibilities

• Own customer impacting issues and serve as the primary technical owner for complex customer problems.
• Coordinate production incident response across engineering and internal teams.
• Troubleshoot systems using logs, metrics, and SQL queries to identify root causes.
• Improve reliability by developing runbooks and processes and sharing insights with the team.
• Enable the broader support team by providing technical guidance and mentorship.

Skills

Communication

Customer focus

SQL

Troubleshooting

Production support

Tools

SQL queries tool

Job description

Aidoc is seeking a customer-obsessed Technical Support Engineer to bridge customers and engineering. You will diagnose complex issues, coordinate incident response, and ensure platform reliability for a global base of users.

This role requires deep technical troubleshooting in a fast-paced SaaS environment and may require after-hours support. You will own customer-impacting issues, triage production alerts, and collaborate with engineering to drive long-term fixes.