Tech Support Operations Leader — AI Healthcare

Transformcap; San Francisco (CA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

401(k)

Paid holidays

Flexible PTO

Annual offsite

Equipment stipend

Job summary

Rad AI is seeking a Technical Support Operations Manager to build and optimize the complex systems, automation pipelines, and engineering support workflows behind our mission-critical platform. You will bridge technical support, platform engineering, and product teams to ensure high availability and rapid incident resolution.

Reporting to the Senior Director of Technical Support, you will lead a team of 2–4 Technical Support Engineers, managing the operational infrastructure that supports

Qualifications

• 5–7 years managing highly technical support teams in a SaaS or healthtech environment.
• Deep expertise in Zendesk and familiarity with Linear, Monday.com, HubSpot, BetterStack.
• Experience in radiology or other healthcare tech a major plus.
• Hands-on experience with automation tools such as n8n, Zapier, or similar platforms.
• Proven track record designing and managing cross-functional systems and workflows.

Responsibilities

• Architect and maintain the end-to-end infra for support operations, including integrations (Zendesk, Linear, Monday.com, BetterStack).
• Design and deploy automated incident response pipelines, multi-tier escalation, and real-time SLA telemetry.
• Programmatically reduce triage latency with LLM-driven automation pipelines using n8n, Glean, and the Claude API.
• Serve as the final escalation tier for high-severity issues; create diagnostic runbooks and topology docs.
• Build dashboards for operational telemetry and perform root-cause analysis to improve fault tolerance.
• Lead and mentor a team of Technical Support Engineers; set benchmarks and growth plans.
• Act as liaison between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture.
• Lead reliability enablement sessions and advocate for API backward compatibility.

Tools

Zendesk

Linear

Monday.com

HubSpot

BetterStack

n8n

Zapier

Claude API

Job description

Rad AI is seeking a Technical Support Operations Manager to build and optimize the complex systems, automation pipelines, and engineering support workflows behind our mission-critical platform. You will bridge technical support, platform engineering, and product teams to ensure high availability and rapid incident resolution.

Reporting to the Senior Director of Technical Support, you will lead a team of 2–4 Technical Support Engineers, managing the operational infrastructure that supports