Technical Support Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Architect and maintain the end-to-end technical infrastructure stack for support operations, including RESTful API integrations, webhook orchestration, and event-driven data flow across Zendesk, Linear, Monday.com, and BetterStack • Lead database-level troubleshooting and telemetry analysis with Core Engineering • Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines • Track MTTR, system availability, and operational error budgets • Build and deploy LLM-driven automation pipelines using n8n, Glean, and the Claude API for payload validation, log parsing, and context enrichment • Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer dropouts • Author diagnostic runbooks, API failure trees, and system topology documentation • Build analytics dashboards and perform root-cause analysis on systemic platform failures • Directly manage and upskill 2–4 Technical Support Engineers • Define quantitative engineering benchmarks and technical proficiency targets • Conduct 1:1s, architectural walkthroughs, and technical development planning • Liaise between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture • Translate support telemetry into bug reports, feature requests, and resilience specifications • Lead technical enablement sessions and advocate for platform stability and API backward compatibility

🎯 Requirements

• 5–7 years managing highly technical support teams in a SaaS or healthtech environment • Startup experience strongly preferred • Deep expertise in Zendesk • Strong familiarity with Linear, Monday.com, HubSpot, BetterStack, and CRM/integration platforms • Experience in radiology or other healthcare tech a major plus • Hands-on experience with automation tools such as n8n, Zapier, or similar platforms • Proven track record designing and managing cross-functional systems and workflows • Experience implementing or leveraging AI tools to improve operational efficiency and shipping them • Demonstrated people management experience alongside systems/operations ownership • Ability to operate at strategic and tactical levels, from high-level architecture to detailed platform configuration • Excellent stakeholder management skills across technical and non-technical audiences • Experience supporting go-live operations and enterprise customer onboarding a strong plus • Must be authorized to work lawfully in the US

🏖️ 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 • Equity