Technical Support Operations Manager - Remote/Hybrid Leader

radai; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, Vision,

Life insurance

401(k)

HSA with employer match

Flexible PTO

Annual offsite

Equipment stipend

Job summary

Rad AI is hiring a Technical Support Operations Manager to design and run the backend systems that support our AI diagnostic platform. You will bridge support ops, platform engineering, and product teams to ensure high availability and rapid incident resolution.

You will lead a small team of engineers, implement automated triage via LLM-driven pipelines, and translate telemetry into actionable improvements while collaborating with stakeholders across engineering and solutions architecture.

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 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.
• Experience implementing or leveraging AI tools to improve operational efficiency — not just evaluating them.
• Demonstrated people management experience alongside systems/operations ownership.
• Ability to operate at both strategic and tactical levels, from high-level architecture to detailed platform configuration.

Responsibilities

• Architect and maintain the end‑to‑end technical infrastructure stack for support operations.
• Design and deploy automated incident response pipelines and real‑time SLA telemetry engines.
• Programmatically reduce triage latency by building and deploying LLM‑driven automation pipelines.
• Serve as the final support escalation tier for high‑severity issues and write diagnostic runbooks.
• Build custom analytics dashboards to analyze operational telemetry and drive RCA.

Skills

Technical leadership

SaaS operations

Stakeholder management

Cross-functional collaboration

Automation & workflow design

AI tooling experience

Incident management

Tools

Zendesk

Linear

Monday.com

HubSpot

BetterStack

Job description

Rad AI is hiring a Technical Support Operations Manager to design and run the backend systems that support our AI diagnostic platform. You will bridge support ops, platform engineering, and product teams to ensure high availability and rapid incident resolution.

You will lead a small team of engineers, implement automated triage via LLM-driven pipelines, and translate telemetry into actionable improvements while collaborating with stakeholders across engineering and solutions architecture.