Senior Tech Support Engineer - Enterprise SaaS (Remote)

Rad AI; United States; Hybrid; USD 86,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, vision & life

HSA with employer match

401(k)

Paid holidays

Flexible PTO

Annual offsite

Equipment stipend

Job summary

Rad AI is seeking a Senior Technical Support Engineer to own complex enterprise issues across Reporting, HL7/integration, and Windows/PACS environments. You’ll lead incident responses, triage effectively, and mentor junior team members.

You’ll work West Coast hours, support go-lives, and help scale a fast-moving startup’s support processes with runbooks, automation, and strong collaboration with Engineering and Implementations.

Qualifications

• 6+ years in customer-facing technical roles in enterprise SaaS.
• Healthcare IT depth with HL7 v2, interface engines, and PACS/RIS.
• Proven ability to debug web and desktop applications in Windows enterprise environments.
• Strong written and verbal communication with physicians and IT.

Responsibilities

• Serve as senior escalation point for complex multi-system issues spanning our Reporting platform, HL7/integration layer (Interlinx, Medplum), speech recognition, and customer Windows/PACS environments, driving them to root cause rather than workaround.
• Own high-visibility customer incidents: lead the TS response during P1/P2 events, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and RCAs on time.
• Lead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and the handoff into steady-state support.
• Drive ticket quality and SLA attainment across the team through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify volume drivers and work with Product and Engineering to eliminate them.
• Build and maintain runbooks, troubleshooting guides and Help Center content for new products and integrations; raise the technical floor of the team through mentoring, shadowing and ticket reviews.
• Partner with our automation and AI workstream to design, test and roll out triage, classification and self-service tooling that reduces manual ticket handling.
• Represent Technical Support in Engineering triage, incident review and release planning, bringing customer impact data to prioritization decisions.
• Participate in and help lead the on-call rotation, including occasional night/weekend coverage, and contribute to the design of 24/7 coverage as the team scales.

Skills

HL7 v2

Windows debugging

Incident mgmt

Customer comms

Mentoring

On-call

Tools

Zendesk

Linear

Interlinx

Medplum

Job description

Rad AI is seeking a Senior Technical Support Engineer to own complex enterprise issues across Reporting, HL7/integration, and Windows/PACS environments. You’ll lead incident responses, triage effectively, and mentor junior team members.

You’ll work West Coast hours, support go-lives, and help scale a fast-moving startup’s support processes with runbooks, automation, and strong collaboration with Engineering and Implementations.