Technical Support Engineer

aidocmedical; United States; Remote; USD 34,000 - 55,000; Full time

Benefits offered by this job

Remote-first workplace

Medical, dental, and vision benefits

Stock options

Job summary

aidocmedical is seeking a shift-based Technical Support professional to bridge healthcare customers and internal engineering for a clinical AI SaaS platform. You will own complex incidents, triage production alerts, and document resolutions while collaborating with engineers to improve reliability.

Ideal candidates bring at least two years in technical support, strong SQL skills, and excellent customer communication.

Qualifications

• At least two years of experience in technical support, production support, or a similar customer-facing technical role.
• Strong troubleshooting and analytical skills with proficiency using SQL.
• Ability to analyze system behavior across distributed systems and application layers.
• Experience partnering with engineering to escalate issues with technical context.
• Comfort handling incidents, alerts, and time-sensitive customer issues.

Responsibilities

• Serve as the primary technical owner for complex customer issues and escalations spanning multiple systems and services
• Coordinate incident response by triaging production alerts, partnering with engineering, and documenting incidents through resolution
• Diagnose production issues using logs, system metrics, SQL queries, and analysis of distributed system behavior to identify root causes
• Develop and maintain troubleshooting documentation, runbooks, and operational processes that strengthen overall platform reliability
• Share technical insights and best practices with the broader support organization as an internal technical resource

Skills

Technical troubleshooting

SQL queries

Distributed systems

Incident management

Customer communication

Job description

Role overview

This shift-based technical support role bridges healthcare customers and internal engineering teams for a clinical AI platform used in medical centers worldwide. The position emphasizes production incident response, deep troubleshooting across distributed systems, and proactive customer communication within a fast-paced SaaS environment.

Responsibilities

• Serve as the primary technical owner for complex customer issues and escalations spanning multiple systems and services


• Coordinate incident response by triaging production alerts, partnering with engineering, and documenting incidents through resolution


• Diagnose production issues using logs, system metrics, SQL queries, and analysis of distributed system behavior to identify root causes


• Develop and maintain troubleshooting documentation, runbooks, and operational processes that strengthen overall platform reliability


• Share technical insights and best practices with the broader support organization as an internal technical resource

Requirements

• At least two years of experience in technical support, production support, technical operations, or a similar customer-facing technical role


• Strong troubleshooting and analytical skills, with proficiency using SQL to investigate data and identify root causes


• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers


• Demonstrated success partnering with engineering teams to elevate issues with technical context and drive timely resolution


• Comfort operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer issues


• Exceptional communication skills with a customer-first mindset, including availability for off‑hours customer calls when needed

Nice to have

• Experience with incident response, production alerting, or on‑call rotations in live production environments


• Familiarity with observability platforms such as Datadog, Grafana, or New Relic, and ticketing tools like Salesforce, Jira, or Slack


• Exposure to SaaS or cloud‑based platforms, plus basic scripting or automation skills in Python, Bash or similar languages


• Familiarity with cloud infrastructure such as AWS, GCP, or Azure, or debugging API integrations and authentication mechanisms

Benefits and work setup

• Remote‑first workplace with flexibletimeoffcoordinatedalongside teamandproject needs


• Medicaldentalandvisionbenefitsplusstockoptionsforfull‑timeemployeesactingloremipsum


• 401(k)planwithcompanymatchlifeinsuranceandbothshort‑andlong‑termdisability coverage