Senior Enterprise Tech Support Engineer – Healthcare AI

Rad AI; United States; Hybrid; USD 140.000 - 200.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision & Life

HSA with employer match

401(k)

11 paid company holidays

Flexible PTO

Annual offsite

Equipment stipend

Zusammenfassung

Rad AI is seeking a Senior Technical Support Engineer to own complex, multi-system issues across our Reporting and HL7 integration layers, including Windows/PACS environments. You’ll lead P1/P2 incident responses, coordinate with Engineering, and drive post-incident RCAs to resolution.

You will shape 24/7 coverage as the team scales and mentor others, while crafting runbooks and self-service tooling to reduce manual tickets.

Qualifikationen

• 6+ years in customer-facing technical roles supporting enterprise SaaS and healthcare IT.
• Healthcare IT depth: HL7 v2 messaging, interface engines, PACS/RIS or radiology workflows.
• Strong ability to debug web and desktop apps in Windows enterprise environments (logs, network, SSO).
• Excellent written and verbal communication with physicians, IT admins and executives.

Aufgaben

• Serve as senior technical escalation point for complex, multi-system issues across Reporting, HL7/integration, and Windows/PACS environments.
• Own high-visibility incidents: lead responses during P1/P2, coordinate with Engineering, deliver post-incident reviews.
• Lead technical support coverage for enterprise go-lives including readiness reviews and handoffs to steady-state support.
• Improve ticket quality and SLA attainment via triage standards and workflow design; work with Product/Engineering to reduce volume drivers.
• Build runbooks, troubleshooting guides and Help Center content for new products and integrations; mentor and shadow junior staff.
• Partner with automation/AI workstream to design triage and self-service tooling to reduce manual handling.

Kenntnisse

Enterprise SaaS

Lead escalation

Communication

Mentoring

Ausbildung

BS in Computer Science/Information Technology

Tools

Zendesk

Linear

HL7 interfaces

PACS/RIS

Jobbeschreibung

Rad AI is seeking a Senior Technical Support Engineer to own complex, multi-system issues across our Reporting and HL7 integration layers, including Windows/PACS environments. You’ll lead P1/P2 incident responses, coordinate with Engineering, and drive post-incident RCAs to resolution.

You will shape 24/7 coverage as the team scales and mentor others, while crafting runbooks and self-service tooling to reduce manual tickets.