Technical Support Engineer

Aidoc

21d • Remote

About The Position

Aidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year. Aidoc is deployed in more than 2,000 medical centers worldwide. Since our founding in 2016, Aidoc has raised over $500 million and achieved a record number of FDA-cleared solutions. Medical diagnosis is hitting a breaking point, where the number of physicians hasn't kept up with the rapidly growing patient load. This leads to misdiagnosis and treatment delays that result in hundreds of thousands of deaths every year. Aidoc assists clinicians by precisely highlighting diseases directly on medical images, preventing misdiagnosis and ensuring that urgent patients receive the immediate attention they need.

We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays.

Requirements

• Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
• A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
• Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
• Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.
• Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
• Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.

Nice To Haves

• Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
• Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
• Experience supporting or operating within SaaS or cloud-based platforms.
• Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.

Responsibilities

• Serve as the primary technical owner for complex customer issues and escalations.
• Investigate and resolve technical problems spanning multiple systems and services.
• Provide clear, proactive communication to customers throughout the lifecycle of an issue.
• Monitor and triage production alerts impacting customers or system reliability.
• Coordinate incident response efforts across engineering and internal teams.
• Ensure incidents are properly documented, communicated, and followed through to resolution.
• Diagnose issues using logs, system metrics, and SQL queries.
• Analyze system behavior to identify root causes of production problems.
• Escalate and partner with engineering teams to drive long-term fixes.
• Develop and maintain troubleshooting documentation, runbooks, and operational processes.
• Identify recurring patterns and contribute to systemic improvements.
• Help strengthen incident response and operational best practices as the organization scales.
• Share technical insights and best practices with colleagues.
• Act as a technical resource within the Support organization.

Benefits

• A range of medical, dental and vision benefits
• Stock options for all full-time employees
• Flexible time off
• 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: Mid Level
• Education Level: No Education Listed