RemoteLeaf Logo
Log in Sign up

Team Lead - Technical Support Engineer US

1 week, 3 days ago
United States
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
HIPAA
Apply Now
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
View All Jobs 2

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

Similar Roles

Midi Health

IT Support Specialist

Midi Health 11-50 Health Care Providers & Services

Midi Health is hiring an IT Support Specialist to provide high-touch support for employees at its virtual care company serving women navigating midlife hormonal transitions.

United States Full-time Junior Technical Support Engineer
$75k-$85k
macOS Notion
13 minutes ago
Lever

Field Service & Commissioning Engineer

Lever 251-1K Professional Services

Zeeco Europe is seeking a Field Service & Commissioning Engineer/Technician to support on-site commissioning, maintenance, troubleshooting, and customer service for fired equipment across the Netherlands and wider Europe.

Netherlands Full-time Mid Level Technical Account Manager Technical Support Engineer
43 minutes ago
Workana

IT Operations Analyst

Workana 1K-5K Internet Software & Services

Workana is hiring an IT Operations Analyst for Stride Autism Centers to execute HIPAA remediation and support secure, compliant IT operations across a distributed healthcare environment.

Chile Colombia Panama Mexico Argentina Brazil Full-time Mid Level Systems Administrator Technical Support Engineer
HIPAA
58 minutes ago
Lumston

Técnico de Soporte (Atención al Cliente)

Lumston 51-250 Internet Software & Services

Proporcionar soporte técnico remoto para múltiples sistemas y equipos en distintas ubicaciones, asegurando la continuidad operativa de un servicio 24/7 durante todo el año.

Mexico Full-time Junior Technical Support Engineer
Linux SQL
58 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers