Senior Technical Support Engineer - Overnight Shift

Rad AI•,

10d•$75,000 - $107,000

About The Position

Rad AI is hiring a Senior Technical Support Engineer for its Technical Support team during a period of rapid customer growth. The role serves as the senior escalation point for a portfolio of enterprise health systems and radiology groups, owning complex issues involving the Reporting and Impressions platforms, integrations, speech recognition, and customer Windows/PACS environments through root-cause resolution. The engineer leads responses to high-visibility customer incidents, coordinates with Engineering on-call, runs customer-facing incident bridges, and delivers post-incident reviews and root-cause analyses. The role also leads technical support coverage for enterprise go-lives, helps improve ticket quality and service-level attainment, develops support documentation and team skills, and partners on automation and AI-enabled triage and self-service tooling. The engineer represents Technical Support in Engineering triage, incident reviews, and release planning, and participates in the on-call rotation, including occasional nights and weekends, while helping shape future 24/7 coverage.

Requirements

At least 6 years of experience in customer-facing technical roles such as support engineering, TAM, or solutions/implementation engineering, supporting enterprise SaaS.
At least 2 years operating as a senior or lead escalation resource.
Hands-on healthcare IT experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting.
Ability to debug web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues involving SAML, Azure AD, Okta, or ADFS.
Strong communication skills and ability to provide clear updates, partner with internal teams, and take customer-facing ownership during incidents.
Experience mentoring or coaching support engineers and improving team performance without direct authority.
Exceptional written and verbal communication with physicians, IT administrators, and executives; composure under pressure while managing a high volume of open issues.
Comfort working in a fast-moving startup where processes are still being built, with a bias toward documenting and systematizing learnings.

Nice To Haves

Experience with speech recognition or clinical documentation products.
Scripting or querying skills such as SQL, Python, or PowerShell for log analysis, data pulls, and light automation; exposure to workflow tools such as n8n or Tray.
Experience with observability and alerting tools such as Better Stack or Datadog, or with FHIR/Medplum.
Strong command of Zendesk, including triggers, SLAs, views, and reporting, and Linear or an equivalent tool; experience designing support workflows.
Experience at a radiology practice, teleradiology group, radiology-focused software company, or a similarly focused healthcare organization.
Experience supporting multi-site enterprise health system deployments or working directly with Implementations/Professional Services.

Responsibilities

Serve as the senior technical escalation point for complex issues involving the Reporting platform, HL7 and integration systems, speech recognition, and customer Windows/PACS environments; drive issues to root cause.
Lead Technical Support responses during P1/P2 incidents, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and root-cause analyses on time.
Lead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and transition to steady-state support.
Improve team ticket quality and SLA attainment through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify ticket-volume drivers and collaborate with Product and Engineering to address them.
Build and maintain runbooks, troubleshooting guides, and Help Center content for products and integrations.
Mentor support engineers through shadowing and ticket reviews.
Partner with automation and AI teams to design, test, and roll out triage, classification, and self-service tools that reduce manual ticket handling.
Represent Technical Support in Engineering triage, incident reviews, and release planning, sharing customer-impact data to inform prioritization.
Participate in and help lead the on-call rotation, including occasional night and weekend coverage, and contribute to designing 24/7 coverage as the team grows.