Senior TSE - Enterprise SaaS (West Coast)

radai.com; San Francisco (CA); Híbrido; USD 140.000 - 200.000; Tempo integral

Benefícios oferecidos por esta vaga

Medical, dental, vision insurance

401(k) with match

Flexible PTO

Resumo da vaga

Rad AI is seeking a Senior Technical Support Engineer to be the escalation lead for complex, multi-system incidents across our Reporting platform, HL7/integration layers, and radiology workflows. You will own incidents from triage to RCAs, drive 24/7 readiness as we scale, and mentor junior staff while collaborating with Engineering and Product to reduce issue volume.

The role requires hands-on healthcare IT experience, excellent communication with physicians and IT admins, and a bias toward

Qualificações

• 6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation) for enterprise SaaS.
• Healthcare IT depth with HL7 v2 messaging, interface engines, PACS/RIS or radiology workflows.
• Strong debugging of web/desktop apps in Windows enterprise environments and SSO/identity issues.

Responsabilidades

• Serve as senior technical escalation point for complex multi-system issues spanning Reporting, HL7/integration, speech recognition, and Windows/PACS environments.
• Own high-visibility incidents: lead TS response during P1/P2, coordinate with on-call Eng, conduct post-incident reviews.
• Lead coverage for enterprise go-lives, including readiness reviews, hypercare, and handoff to steady-state support.
• Drive ticket quality and SLA attainment via triage standards and escalation criteria; collaborate with Product/Engineering to reduce volume drivers.
• Build and maintain runbooks, troubleshooting guides, and Help Center content; mentor and review tickets to raise team performance.
• Partner with automation/AI workstreams to design triage and self-service tooling; reduce manual handling.
• Represent Technical Support in engineering triage, incident reviews, and release planning with customer impact data.
• Contribute to on-call rotation and future 24/7 coverage modeling.

Conhecimentos

Stellar communication

Mentoring

Root cause analysis

Incident management

Ferramentas

HL7 interfaces

PACS/RIS

SSO/AAD/Okta/ADFS

Zendesk

Linear

Descrição da vaga

Rad AI is seeking a Senior Technical Support Engineer to be the escalation lead for complex, multi-system incidents across our Reporting platform, HL7/integration layers, and radiology workflows. You will own incidents from triage to RCAs, drive 24/7 readiness as we scale, and mentor junior staff while collaborating with Engineering and Product to reduce issue volume.

The role requires hands-on healthcare IT experience, excellent communication with physicians and IT admins, and a bias toward