Team Lead Technical Support Engineer
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AidocClinical AI Imaging
This role is open to candidates residing in the East Coast timezone., East Coast timezoneFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams.
- Required Skills
- Technical supportSaaSEHR
Requirements
- 7+ years in enterprise software or cloud-native SaaS.
- 3+ years managing technical support or escalation engineering teams.
- 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer.
- Proven track record in KPI management and driving engineer performance and customer satisfaction.
- Customer-obsessed mindset with a focus on hospital and clinical stakeholder needs.
- Understanding of healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations) is a plus.
- Familiarity with AI/ML-powered SaaS platforms is a plus.
- Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA) is a plus.
Responsibilities
- 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.
- Lead internal technical reviews of recurring issues to surface architectural or product improvements.
- 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.
- Partner with Senior Support leadership on staffing, capacity planning, and performance review cycles.
- Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues.
- Represent the voice of the customer in product and engineering discussions.
- Collaborate with Clinical and Implementation teams to ensure technical guidance reflects real-world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations.
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