Senior Technical Support Engineer

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $75k - $107k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 5%

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Rad AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🏥 Healthcare

🏭 Manufacturing

🔧 Hardware

💰 $25M Series A on 2021-11

Healthcare • Manufacturing • Hardware

Rad AI is a company that specializes in custom manufacturing and processing solutions, particularly in the fabrication of components such as casters and material handling devices. They offer a range of products including adjustable casters and OEM parts designed for various industrial applications. Based in Somerset, Michigan, Rad AI is committed to high-quality engineering and manufacturing services.

📋 Description

• Serve as the senior technical escalation point for complex, multi-system issues across Reporting, HL7/integration, speech recognition, and customer Windows/PACS environments • Drive issues to root cause rather than workaround • Lead Technical Support response during P1/P2 incidents • Coordinate with Engineering on-call and run customer-facing incident bridges • Deliver post-incident reviews and root-cause analyses • Lead technical support coverage for enterprise go-lives, including readiness reviews, hypercare, and handoff to steady-state support • Drive ticket quality and SLA attainment through triage standards, escalation criteria, and Zendesk/Linear workflow design • Identify ticket volume drivers and work with Product and Engineering to eliminate them • Build and maintain runbooks, troubleshooting guides, and Help Center content • Mentor, shadow, and review tickets with support engineers • Partner with automation and AI teams to design and roll out triage, classification, and self-service tooling • Represent Technical Support in Engineering triage, incident review, and release planning • Participate in and help lead the on-call rotation, including occasional night/weekend coverage • Contribute to the design of 24/7 coverage as the team scales

🎯 Requirements

• 6+ years in customer-facing technical roles supporting enterprise SaaS • At least 2 years operating as a senior or lead escalation resource • Hands-on experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting • Ability to debug web and desktop applications in complex Windows enterprise environments • Experience with log analysis, network/VPN troubleshooting, and SSO/identity issues (SAML, Azure AD, Okta, ADFS) • Strong written and verbal communication with physicians, IT admins, executives, and internal teams • Experience mentoring or coaching support engineers • Ability to work in a fast-moving startup and document and systematize processes • Nice to have: speech recognition or clinical documentation product experience • Nice to have: SQL, Python, PowerShell, n8n or Tray • Nice to have: Better Stack, Datadog, FHIR, or Medplum • Nice to have: Zendesk, Linear, or equivalent support workflow experience • Nice to have: radiology practice, teleradiology group, or radiology-focused software company experience • Nice to have: multi-site enterprise health system deployment or Implementations/Professional Services experience • US work authorization required

🏖️ Benefits

• Comprehensive Medical, Dental, Vision & Life insurance • HSA (with employer match), FSA, & DCFSA • 401(k) • 11 Paid Company Holidays • Flexible PTO policy • Annual company-wide offsite • Periodic team offsites • Annual equipment stipend