Team Lead - Technical Support Engineer
New
A
AidocHealthcare AI
US, East CoastFull-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; 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer.
- 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.
- Strong understanding of root-cause analysis and critical incident management.
- Excellent communication and mentoring abilities to develop technical depth across the team.
- Experience supporting 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 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.
- 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.
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