Senior Technical Support Engineer - Overnight Shift (PST)

The role

You will serve as a senior technical escalation point for enterprise health systems and radiology groups. You will own complex reporting and integration issues and help shape scaling support processes, tooling, and automation.

What you will do

• Serve as the senior technical escalation point for complex multi-system issues
• Own high-visibility customer incidents and lead the TS response during P1/P2 events
• Coordinate with Engineering on-call and run customer-facing bridges
• Deliver post-incident reviews and RCAs
• Lead technical support coverage for enterprise go-lives
• Drive ticket quality and SLA attainment through triage standards and workflow design
• Build and maintain runbooks, troubleshooting guides and Help Center content
• Mentor and shadow support engineers
• Partner with automation and AI workstreams to design triage and self-service tooling
• Participate in on-call rotation

Required qualifications

• 6+ years in customer-facing technical roles supporting enterprise SaaS
• At least 2 years operating as a senior or lead escalation resource
• Hands-on experience with HL7 v2 messaging (ORU/ORM/ADT)
• Experience with interface engines
• Experience with PACS/RIS or dictation workflows in a radiology or hospital setting
• Ability to debug web and desktop applications in complex Windows enterprise environments
• Experience with log analysis
• Experience with network/VPN troubleshooting
• Experience with SSO/identity issues (SAML, Azure AD, Okta, ADFS)
• Stellar communication skills to partner with internal teams
• Experience mentoring or coaching support engineers
• Exceptional written and verbal communication with physicians, IT admins and executives

Nice to have

• Experience with speech recognition or clinical documentation products
• Scripting or querying skills (SQL, Python, PowerShell)
• Exposure to workflow tools such as n8n or Tray
• Experience with observability and alerting tools (Better Stack, Datadog or similar)
• Experience with FHIR/Medplum
• Strong command of Zendesk and Linear
• Experience designing support workflows
• Prior experience at a radiology practice, teleradiology group, or radiology-focused software company
• Experience supporting multi-site enterprise health system deployments

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

About the company

Rad AI is on a mission to transform healthcare with artificial intelligence. Their AI-driven solutions are used by thousands of radiologists to reduce burnout and improve patient care.