Senior Technical Support Engineer - PST

Rad AI•San Francisco, CA

10d•$86,000 - $115,000

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 technical escalation point for a portfolio of enterprise health systems and radiology groups, owning complex issues across the Reporting platform, Impressions, integrations, speech recognition, and customer Windows/PACS environments through root-cause resolution. The engineer leads high-visibility customer incidents and technical support for enterprise go-lives, and helps improve support operations through better processes, workflows, documentation, automation, and mentoring. The role partners closely with Engineering, Product, Implementations, and automation teams, and participates in an on-call rotation that can include occasional night and weekend coverage. The position requires availability to work West Coast hours.

Requirements

At least 6 years in customer-facing technical roles such as support engineering, technical account management, 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 partner with internal teams, provide clear updates, 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.
Availability to work West Coast hours.

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, or 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 features such as triggers, SLAs, views, and reporting, and Linear or equivalent; experience designing support workflows.
Prior 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, multi-system issues involving the Reporting platform, HL7 and integration systems, speech recognition, and customer Windows/PACS environments; drive issues to root cause.
Lead Technical Support response during P1/P2 incidents, coordinate with Engineering on-call, run customer-facing incident 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.
Drive ticket quality and SLA attainment through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify ticket-volume drivers and work 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, and help raise the team's technical capability.
Partner with the automation and AI workstream to design, test, and deploy triage, classification, and self-service tools that reduce manual ticket handling.
Represent Technical Support in Engineering triage, incident reviews, and release planning, bringing customer-impact data to prioritization decisions.
Participate in and help lead the on-call rotation, including occasional night and weekend coverage, and contribute to the design of 24/7 coverage as the team grows.