Senior Enterprise Support Engineer - Healthcare AI

Rad AI; San Francisco (CA); In loco; USD 120.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, Vision

HSA with employer match

401(k)

Paid holidays

Flexible PTO

Annual offsite

Equipment stipend

Descrizione del lavoro

Rad AI is hiring a Senior Technical Support Engineer to own complex, multi-system issues across our Reporting, HL7/integration layer, and PACS environments. You’ll lead incident response for P1/P2 events, coordinate with Engineering, and drive post-incident reviews while scaling a 24/7 support function as Rad AI grows.

You’ll work with enterprise healthcare customers, mentoring teammates, building runbooks, and shaping triage processes.

Competenze

• 6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation engineering) for enterprise SaaS.
• Healthcare IT experience with HL7 v2 messaging and PACS/RIS workflows.
• Strong debugging skills in Windows environments and log analysis.

Mansioni

• Serve as senior escalation point for complex, multi-system issues across Reporting, HL7, speech recognition, and Windows/PACS environments.
• Lead high-visibility incidents; own P1/P2 responses; coordinate with on-call engineers; deliver post-incident RCAs.
• Provide coverage for enterprise go-lives; conduct readiness reviews with Implementations and hypercare.
• Improve ticket quality via triage standards and SLA attainment; drive automation and self-service efforts.
• Create and maintain runbooks, troubleshooting guides, and Help Center content.
• Mentor teammates to raise performance and knowledge across the team.

Descrizione del lavoro

Rad AI is hiring a Senior Technical Support Engineer to own complex, multi-system issues across our Reporting, HL7/integration layer, and PACS environments. You’ll lead incident response for P1/P2 events, coordinate with Engineering, and drive post-incident reviews while scaling a 24/7 support function as Rad AI grows.

You’ll work with enterprise healthcare customers, mentoring teammates, building runbooks, and shaping triage processes.