- 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.
- Manage day-to-day team performance against KPIs such as time-to-resolution, escalation rate, and case quality.
- Coach, mentor, and develop Technical Support Engineers.
- Serve as the primary escalation point between Technical Support and Engineering/Product for systemic issues.
- Collaborate with Clinical and Implementation teams on PACS, DICOM, HL7, and EHR integrations.
Technical supportSaaSEHR