Team Lead – Technical Support Engineer

🔥 27 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Aidoc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

Aidoc is a healthcare AI company that builds clinical artificial-intelligence solutions and an enterprise AI platform (aiOS) to analyze medical imaging, prioritize findings, activate care teams, and integrate with hospital IT/EHR systems. Its portfolio includes FDA-cleared algorithms for radiology, cardiology, neurovascular and vascular use cases (stroke, PE, aneurysm, aortic disease, etc. ), and tools for care coordination, patient management, and systems integration to enable AI at scale in health systems. Aidoc positions itself as improving clinical workflows, reducing time-to-notification and treatment, and helping health systems deploy and govern AI.

📋 Description

• 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.

🎯 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.

🏖️ 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