Senior Technical Support Engineer - Swing Shift (PST)

What You'll Be Doing

• 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.
• Proven ability to debug web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues (SAML, Azure AD, Okta, ADFS).
• Stellar communication skills to partner with internal teams to provide clear updates and take customer-facing ownership during incidents.
• Experience mentoring or coaching support engineers and raising team performance without direct authority.
• Exceptional written and verbal communication with physicians, IT admins and executives, and composure under pressure with a high volume of open issues.
• Comfortable in a fast-moving startup where process is still being built; bias toward documenting and systematizing what you learn.

Nice to Haves

• 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.

Additional information

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!

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.

Benefits

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

• 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 or.