Team Lead - Technical Support Engineer US

1 month, 2 weeks ago
Full-time
Lead
Customer and Technical Support
Aidoc

Aidoc

Aidoc is a leading provider of AI healthcare solutions, analyzing medical images to prioritize pathologies and activate teams for better patient outcomes.

Health Care Providers & Services
251-1K
Founded 2016
$238M raised

Description

  • Lead a team of Technical Support Engineers handling advanced troubleshooting for the Aidoc platform and radiological workflows.
  • Drive root-cause analysis 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 identify architectural and product improvements.
  • Manage team performance against KPIs such as time-to-resolution, escalation rate, and case quality.
  • Coach, mentor, and develop Technical Support Engineers to strengthen troubleshooting practices.
  • Partner with senior support leadership on staffing, capacity planning, and performance reviews.
  • Serve as the primary escalation point between Support, Engineering, and Product for unresolved or systemic issues.
  • Represent the voice of the customer in product and engineering discussions.
  • Collaborate with Clinical and Implementation teams on workflow context and integrations such as PACS, DICOM, HL7, and EHR.

Requirements

  • 7+ years in enterprise software or cloud-native SaaS experience, 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 before moving into management.
  • Proven track record in KPI management and driving engineer performance and customer satisfaction.
  • Customer-obsessed mindset with strong ownership of hospital, radiologist, and IT stakeholder issues.
  • Experience supporting healthcare IT, medical imaging, or clinical software (preferred).
  • Familiarity with PACS, RIS, EHR, and DICOM/HL7 integrations (preferred).
  • Experience with AI/ML-powered SaaS platforms and algorithmic clinical decision-support tools (preferred).
  • Experience working in a regulated environment such as FDA-cleared software, HIPAA, or clinical safety processes (preferred).
  • Must reside in the East Coast timezone.

Benefits

  • Medical, dental, and vision benefits.
  • Stock options for all full-time employees.
  • Flexible time off with no vacation accrual limits.
  • 401(k) plan with company match.
  • Life insurance plus long-term and short-term disability coverage.
  • Remote-first work environment.
  • Opportunity to directly improve medical care and patient outcomes.

Interested in this position?

Apply directly on the company website

Apply Now

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