Senior Technical Support Engineer, Rad AI

• You will be working west coast (PST) overnight hours (12am - 10am PST)
• This overnight support role works Wednesday through Saturday, providing overnight coverage for customers, including weekends
• 6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation engineering) supporting enterprise SaaS, with at least 2 years operating as a senior or lead escalation resource
• Healthcare IT depth: hands-on experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting
• Proven ability to debug web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues (SAML, Azure AD, Okta, ADFS)
• Stellar communication skills to partner with internal teams to provide clear updates and take customer-facing ownership during incidents
• Experience mentoring or coaching support engineers and raising team performance without direct authority
• Exceptional written and verbal communication with physicians, IT admins and executives, and composure under pressure with a high volume of open issues
• Comfortable in a fast-moving startup where process is still being built; bias toward documenting and systematizing what you learn

Desirable

• We're adding a Senior Technical Support Engineer to our Technical Support team during the fastest period of customer growth in Rad AI's history
• You'll be the technical escalation point for a portfolio of enterprise health systems and radiology groups, own our most complex Reporting, Impressions and integration issues end to end, and help shape how a scaling support function runs: process, tooling, automation, and the next generation of TSEs
• Serve as the senior technical escalation point for complex, multi-system issues spanning our Reporting platform, HL7/integration layer (Interlinx, Medplum), speech recognition, and customer Windows/PACS environments, driving them to root cause rather than workaround
• Own high-visibility customer incidents: lead the TS response during P1/P2 events, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and RCAs on time
• Lead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and the handoff into steady-state support
• Drive ticket quality and SLA attainment across the team through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify volume drivers and work with Product and Engineering to eliminate them
• Build and maintain runbooks, troubleshooting guides and Help Center content for new products and integrations; raise the technical floor of the team through mentoring, shadowing and ticket reviews
• Partner with our automation and AI workstream to design, test and roll out triage, classification and self-service tooling that reduces manual ticket handling
• Represent Technical Support in Engineering triage, incident review and release planning, bringing customer impact data to prioritization decisions
• Participate in and help lead the on-call rotation, including occasional night/weekend coverage, and contribute to the design of 24/7 coverage as the team scales