Senior Technical Support Engineer - Overnight Shift

present of AI; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Rad AI, a leading provider of generative AI for radiology, is seeking a Senior Technical Support Engineer for overnight PST shifts. This remote role supports large hospital and radiology customers, handling complex issues across reporting software, HL7 interfaces, and Windows/PACS setups while driving root-cause resolution.

You will be the escalation point, lead major incidents, mentor peers, and help shape AI-driven support tooling.

Qualifications

• Hands-on enterprise SaaS support experience.
• Experience with healthcare messaging and radiology workflows.
• Strong communication with clinicians and IT staff.

Responsibilities

• Serve as top technical escalation point for large hospital and radiology customers.
• Lead major incidents and support go-lives.
• Mentor other support engineers and improve ticket workflows.

Skills

HL7 messaging

PACS workflows

SaaS support

Incident management

Clear communication

Tools

Zendesk

Job description

Senior Technical Support Engineer - Overnight Shift (PST)

Customer & Solutions · United States - Remote · FullTime · Senior level

This role is the top technical escalation point for large hospital and radiology customers, handling hard problems across reporting software, HL7 interfaces, speech recognition and Windows/PACS setups, and driving them to root cause. It also covers leading major incidents, supporting go-lives, improving ticket workflows and mentoring other support engineers. A strong candidate brings years of enterprise SaaS support experience, hands-on healthcare messaging and radiology workflow knowledge, and calm, clear communication with clinicians and IT staff.

How it fits the AI era

The company builds generative AI for radiology reporting, and this role sits close to that work by supporting the products and the AI driven support tooling the team is rolling out. AI can help classify and route tickets and power self service, but diagnosing tangled multi system failures, running a live incident and keeping customers steady still depend on people. The job explicitly asks for partnership on automation and AI workstreams, so the human judgment shapes how those tools are designed and tested.

How it builds AI experience

Working here gives direct exposure to generative AI products used in daily radiology reporting and to AI assisted triage and self service tooling, including designing and testing it. A candidate can build readiness by learning how AI classification and automation tools fit into support workflows, and by getting comfortable with log analysis and light scripting to feed and check those systems. Familiarity with clinical documentation and interface engines helps connect the AI output to real hospital environments.

Worth showing

• HL7 v2 messaging
• PACS and dictation workflows
• Zendesk workflow design

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Rad AI

Rad AI builds generative AI software for radiology that drafts report impressions, speeds up reporting, and tracks follow-up on incidental findings, per the company.