Senior Technical Support Engineer

at Radai

San Francisco - Onsite; United States - Remote, hybrid, senior, full time, USD 86,000–1,15,000 / year, 6+ years

posted 29 Oct 2026

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PowerShell
PACS
Windows
SAML
FHIR
HL7 v2
Okta
Datadog
ADFS
Linear
SQL
Medplum
HL7
Azure AD
Zendesk
RIS
Python

About the role

Remote: yes Posted: 2026-10-29

What you would do

- Serve as the senior technical escalation point for complex, multi-system issues spanning our Reporting platform, HL7/integration layer (Interlinx, Medplum), speech recognition, and customer Windows/PACS environments, driving them to root cause rather than workaround.

- Own high-visibility customer incidents: lead the TS response during P1/P2 events, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and RCAs on time.

- Lead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and the handoff into steady-state support.

- Drive ticket quality and SLA attainment across the team through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify volume drivers and work with Product and Engineering to eliminate them.

- Build and maintain runbooks, troubleshooting guides and Help Center content for new products and integrations; raise the technical floor of the team through mentoring, shadowing and ticket reviews.

- Partner with our automation and AI workstream to design, test and roll out triage, classification and self-service tooling that reduces manual ticket handling.

- Represent Technical Support in Engineering triage, incident review and release planning, bringing customer impact data to prioritization decisions.

- Participate in and help lead the on-call rotation, including occasional night/weekend coverage, and contribute to the design of 24/7 coverage as the team scales.

Who We're Looking For

- Must be available to work West Coast hours (4:00 pm to 2:00 am PST.)

- This support role will work on Wednesday through Saturday, providing partial overnight coverage for customers.

- 6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation engineering) supporting enterprise SaaS, with at least 2 years operating as a senior or lead escalation resource.

- Healthcare IT depth: hands-on experience with HL7 v2 messaging (ORU/ORM/ADT), interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting.

Read from jobs.ashbyhq.com, last seen 4d ago.

What they are looking for

- Experience with speech recognition or clinical documentation products.

- Scripting or querying skills (SQL, Python, PowerShell) for log analysis, data pulls and light automation; exposure to workflow tools such as n8n or Tray.

- Experience with observability and alerting tools (Better Stack, Datadog or similar) or with FHIR/Medplum.

- Strong command of Zendesk (triggers, SLAs, views, reporting) and Linear or equivalent, and experience designing support workflows rather than just working within them.

- Prior experience at a radiology practice, teleradiology group, or radiology-focused software company or a similarly focused field in healthcare.

- Experience supporting multi-site enterprise health system deployments or working directly with Implementations/Professional Services.

Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by our mission, we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!

To learn more about what it's like to work at Rad AI, visit https://www.radai.com/life-at-rad-ai and be sure to follow us on LinkedIn https://www.linkedin.com/company/radai/?utm_campaign=Recruiting_2026&utm_content=recruiting-job-posting-website&utm_source=recru%5B%E2%80%A6%5Db-posting-website to stay up to date!

Location Details

For roles listed as San Francisco - Onsite:

- This role will be based in our San Francisco office and we expect employees to work onsite four days per week. The remaining time may be worked remotely or onsite, depending on team and business needs.

For roles listed as United States - Remote:

- This role is open to candidates located anywhere in the United States.

For roles listed as San Francisco - Onsite + United States - Remote:

- We will prioritize candidates who can work onsite four days per week in San Francisco, while also considering remote candidates located anywhere in the United States.

For US-Based Full-Time Roles, Rad AI offers a variety of benefits, including:

- 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

- For roles based outside the US, your recruiter can share more details

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com http://radai.com or no-reply@ashbyhq.com.

About the role

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