Aidoc
Team Lead - Technical Support Engineer US
US · Full-time
Sponsorship not specifiedDetected 15 days ago
DevOpsSite Reliability EngineeringRESTMachine LearningComplianceCustomer SupportHIPAAHL7/FHIREHR/EMRFDA RegulatoryRadiologyLeadership
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Cap-exempt (no lottery)0
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Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- This role is open to candidates residing in the East Coast timezone.
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.
- 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, holding engineers accountable to clear, measurable standards.
- Coach, mentor, and develop Technical Support Engineers, building technical depth and structured troubleshooting habits across the team.
- Partner with Senior Support leadership on staffing, capacity planning, and performance review cycles.
- Collaborate with Clinical and Implementation teams to ensure technical guidance reflects real-world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations.
Requirements
- Experience & Leadership
- Proven track record in KPI management and driving engineer performance and customer satisfaction.
Nice to have
- Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA, clinical safety processes).
- Working at Aidoc
Benefits
- A range of medical, dental and vision benefits
- Stock options for all full-time employees
- A 401(k) plan with company match, life insurance, plus long- and short-term disability
- The opportunity to directly improve medical care and impact patient outcomes
- We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.
- Aidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year.
Company info
- Working at Aidoc We're a dynamic, collaborative and fast growing team of more than 500 global employees, committed to improving the world of healthcare.
- We're looking for mission-driven people excited to do transformative work.
- Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues affecting hospital customers.
Equal opportunity
- equal opportunity for all individuals.
This listing is sourced directly from Aidoc's careers page and normalized into a canonical job model.