Team Lead – Technical Support Engineer

🕒 Julho 27

🗽 New York – Remoto

🗽 New York – Remote

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Aidoc

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2016

🏥 Saúde

🤖 Inteligência Artificial

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

A Aidoc é uma empresa de IA na área de saúde que desenvolve soluções de inteligência artificial clínica e uma plataforma de IA empresarial (aiOS) para analisar imagens médicas, priorizar achados, ativar equipes de cuidado e integrar com sistemas de TI/EHR de hospitais. Seu portfólio inclui algoritmos aprovados pela FDA para casos de uso em radiologia, cardiologia, neurovascular e vascular (AVC, EP, aneurisma, doenças aórticas, etc. ), além de ferramentas para coordenação de cuidados, gestão de pacientes e integração de sistemas para habilitar a IA em larga escala em sistemas de saúde. A Aidoc se posiciona como uma empresa que melhora os fluxos de trabalho clínico, reduz o tempo de notificação e tratamento, e ajuda sistemas de saúde a implementar e governar a IA.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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