Technical Support Engineer, Rad AI

• 3+ years of experience in customer-facing technical roles such as technical support, technical account management, customer success, support engineering, or similar functions in software products
• Experience in a radiology practice or a radiology-focused tech company
• Exceptional written and verbal communication skills with strong interpersonal abilities
• Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment
• Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure
• Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency
• Familiarity with customer support systems such as Linear, Zendesk, or similar platforms

Desirable

• We are looking to expand our team with an additional Customer Support Engineer. This is an exciting opportunity to join us during a period of rapid growth and contribute to delivering top-tier technical customer service for our expanding product portfolio and our growing community of physician users across the United States
• Communicate effectively and empathetically with admins and users to understand issues, provide technical guidance, and share status updates on open cases
• Provide thought leadership on our support playbook by developing support processes and documentation for Rad AI products
• Work closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance
• Troubleshoot and debug web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks
• Collaborate with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance
• Adapt and thrive in a fast-paced startup environment with a willingness to learn new technologies
• Support our 24/7 customer base with on-call shifts including occasional night/weekend coverage