Technical Support Engineer

🕒 July 27

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• 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 customer communication throughout issue lifecycles • Monitor and triage production alerts affecting customers or system reliability • Coordinate incident response across engineering and internal teams • Document, communicate, and follow incidents through to resolution • Diagnose issues using logs, system metrics, and SQL queries • Analyze system behavior to identify production root causes • Partner with Engineering teams on escalations and long-term fixes • Develop and maintain troubleshooting documentation, runbooks, and operational processes • Identify recurring patterns and contribute to systemic reliability improvements • Share technical insights and best practices with the Support organization • Support global customers in a shift-based role that may include Pacific Time business hours, evenings, weekends, and holidays

🎯 Requirements

• Exceptional communication skills with a customer-first mindset • Ability to troubleshoot with customers during less-than-optimal times via calls or remote sessions • 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role • Strong troubleshooting and analytical skills • Proficiency in SQL for data investigation, troubleshooting, and root cause analysis • Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers • Experience partnering with Engineering teams to escalate issues and drive resolution • Comfortable operating in fast-paced production environments and handling incidents, alerts, and time-sensitive customer-impacting issues • Nice to have: experience with incident response, production alerting, or on-call rotations • Nice to have: familiarity with observability, monitoring, and debugging tools • Nice to have: experience supporting or operating within SaaS or cloud-based platforms • Nice to have: working knowledge of Salesforce, Jira / Atlassian, Monday.com, or Slack • Bonus: experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms • Bonus: experience analyzing application logs, system metrics, and traces • Bonus: familiarity with Datadog, Grafana, or New Relic • Bonus: basic scripting or automation skills using Python, Bash, or similar • Bonus: exposure to AWS, Google Cloud Platform, or Microsoft Azure

🏖️ Benefits

• A range of medical, dental and vision benefits • Stock options for all full-time employees • Flexible time off without vacation accrual limits, coordinated with the manager and team • 401(k) plan with company match • Life insurance • Long- and short-term disability • Opportunity to directly improve medical care and impact patient outcomes • Remote-first workplace