Team Lead - Technical Support Engineer US

Aidoc

7d • Remote

About The Position

Aidoc is looking for a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and the clinical, radiological workflows it operates within. This is a hands-on leadership role for someone who has spent real time in the technical trenches of enterprise SaaS support — comfortable driving root-cause analysis on critical incidents, setting technical standards across a team, and translating recurring patterns into product and architectural improvements. You'll partner closely with Engineering, Product, and Clinical teams to ensure that every escalation, RCA, and case review strengthens both the platform and the hospitals and providers who depend on it.

Requirements

• 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams.
• 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management.
• Proven track record in KPI management and driving engineer performance and customer satisfaction.
• A customer-obsessed mindset! You treat every hospital, radiologist, and IT stakeholder's problem as your own, and you build a team that does the same.

Nice To Haves

• Experience supporting healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations).
• Familiarity with AI/ML-powered SaaS platforms and the operational nuances of supporting algorithmic, clinical decision-support tools.
• Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA, clinical safety processes).

Responsibilities

• Lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform, as well as 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, holding engineers accountable to clear, measurable standards.
• 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 affecting hospital customers.
• 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, including PACS, DICOM, HL7, and EHR integrations.

Benefits

• A range of medical, dental and vision benefits
• Stock options for all full-time employees
• Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met.
• A 401(k) plan with company match, life insurance, plus long- and short-term disability
• The opportunity to directly improve medical care and impact patient outcomes

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed