Senior Technical Support Lead - AI Medical Imaging (Remote)
Aidoc
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Benefits offered by this job
Job summary
Aidoc, a leading enterprise SaaS in clinical AI, seeks a Support Manager in New York to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and radiological workflows.
You will drive RCA for critical incidents, set technical standards, mentor engineers, and partner with Engineering/Product to prioritize recurring issues, ensuring rapid and high-quality hospital support.
Qualifications
- 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams.
- 3+ years hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management.
- Proven track record in KPI management and driving engineer performance and customer satisfaction.
Responsibilities
- Lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform and clinical radiological workflows.
- Drive root‑cause analysis (RCA) for critical incidents and systemic product issues.
- Establish technical standards for case handling, diagnostics, and escalation workflows.
- Lead internal technical reviews of recurring issues to surface architectural or product improvements.
- Manage day‑to‑day team performance against KPIs such as time‑to‑resolution, escalation rate, and case quality.
Skills
Job description
Aidoc, a leading enterprise SaaS in clinical AI, seeks a Support Manager in New York to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and radiological workflows.
You will drive RCA for critical incidents, set technical standards, mentor engineers, and partner with Engineering/Product to prioritize recurring issues, ensuring rapid and high-quality hospital support.
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