Team Lead - Technical Support Engineer US

Aidoc; New York (NY); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical benefits

Stock options

Flexible time off

401(k) plan

Life insurance

Disability insurance

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

Enterprise software

Team leadership

KPI management

Customer focus

Escalation engineering

DevOps

Job description

About Aidoc

Aidoc is revolutionizing clinical decision‑making with real‑time AI imaging solutions that impact over 60 million patients annually. Our proprietary aiOS platform helps physicians diagnose urgent cases and improves patient outcomes by highlighting suspected findings directly on medical images and prioritizing cases. With the most FDA‑cleared computer‑aided detection solutions and adoption in more than 1,600 medical centers worldwide, Aidoc is a leader in clinical AI.

About This Role

We are looking for a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and its clinical radiological workflows.

Responsibilities

Technical Leadership

• 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.

Team & Performance Leadership

• Manage day‑to‑day team performance against KPIs such as time‑to‑resolution, escalation rate, and case quality, holding engineers accountable to clear, measurable standards.
• Coach, mentor, and develop Technical Support Engineers, building technical depth and structured troubleshooting habits across the team.
• Partner with Senior Support leadership on staffing, capacity planning, and performance review cycles.

Cross-Functional Partnership

• Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues affecting hospital customers.
• Represent the voice of the customer in product and engineering discussions, ensuring recurring technical pain points are visible and prioritized.
• Collaborate with Clinical and Implementation teams to ensure technical guidance reflects real‑world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations.

Requirements

Experience & Leadership

• 7+ years in enterprise software or cloud‑native SaaS, including 3+ years managing technical support or escalation engineering teams.
• 3+ years of 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.
• A customer‑obsessed mindset. You treat every hospital, radiologist, and IT stakeholder’s problem as your own, and you build a team that does the same.

Nice to Have

• Experience supporting healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations).
• Familiarity with AI/ML‑powered SaaS platforms and the operational nuances of supporting algorithmic, clinical decision‑support tools.
• Experience working in a regulated environment (e.g., FDA‑cleared software, HIPAA, clinical safety processes).

Working at Aidoc

We’re a dynamic, collaborative, fast‑growing team of more than 500 employees committed to improving healthcare. We have offices in Barcelona, Tel Aviv, and New York City, but Aidoc is a remote‑first workplace.

What We Offer

• A range of medical, dental and vision benefits
• Stock options for all full‑time employees
• Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met.
• A 401(k) plan with company match, life insurance, plus long‑ and short‑term disability
• The opportunity to directly improve medical care and impact patient outcomes

Aidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.