Technical Support Engineer

3+ years of experience in customer-facing technical roles such as technical support, technical account management, customer success, support engineering, or similar functions in software products. Experience in a radiology practice or a radiology-focused tech company. Exceptional written and verbal communication skills with strong interpersonal abilities. Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment. Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure. Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency. Familiarity with customer support systems such as Linear, Zendesk, or similar platforms.

Communicate effectively and empathetically with admins and users to understand issues, provide technical guidance, and share status updates on open cases. Provide thought leadership on our support playbook by developing support processes and documentation for Rad AI products. Work closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance. Troubleshoot and debug web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks. Collaborate with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance. Adapt and thrive in a fast-paced startup environment with a willingness to learn new technologies. Support our 24/7 customer base with on-call shifts including occasional night/weekend coverage