Technical Support Team Lead — Remote‑First AI Imaging

Aidoc; Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Stock options for all full-time

Flexible time off

401(k) plan with company match

Job summary

Aidoc is seeking a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and its clinical radiological workflows. This role requires strong leadership and a focus on resolving complex, enterprise-scale issues in a healthcare environment.

You will partner with Engineering, Product, and Clinical teams to uphold high standards, drive process improvements, and ensure customer satisfaction across hospital customers.

Qualifications

• 7+ years in enterprise software or cloud-native SaaS.
• 3+ years managing technical support or escalation engineering teams.
• 3+ years hands-on experience as Support Engineer/DevOps/SRE before moving into management.
• Proven track record in KPI management 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.
• 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.
• Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues.
• 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 (PACS, DICOM, HL7, and EHR integrations).

Skills

Technical leadership

KPI management

Customer focus

Team coaching

Stakeholder collaboration

Job description

Aidoc is seeking a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and its clinical radiological workflows. This role requires strong leadership and a focus on resolving complex, enterprise-scale issues in a healthcare environment.

You will partner with Engineering, Product, and Clinical teams to uphold high standards, drive process improvements, and ensure customer satisfaction across hospital customers.