Team Lead – Technical Support Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a team of Technical Support Engineers tasked with advanced troubleshooting of the Aidoc platform and clinical radiological workflows.

• Conduct root-cause analysis (RCA) for critical incidents and persistent product issues.

• Set technical standards for case management, diagnostics, and escalation processes.

• Facilitate internal technical reviews of recurring problems to identify architectural or product enhancements.

• Monitor daily team performance against KPIs such as time-to-resolution, escalation rate, and case quality, ensuring engineers adhere to clear, measurable standards.

• Guide, mentor, and nurture Technical Support Engineers, fostering technical expertise and structured troubleshooting practices within the team.

• Collaborate with Senior Support leadership on staffing, capacity planning, and performance evaluation cycles.

• Act as the primary escalation contact between Technical Support and Engineering/Product for unresolved or systemic issues impacting hospital clients.

• Advocate for the customer’s perspective in product and engineering discussions, ensuring that recurring technical challenges are addressed and prioritized.

• Work together with Clinical and Implementation teams to ensure technical guidance aligns with real-world radiological workflows, including PACS, DICOM, HL7, and EHR integrations.

⛳️ Requirements

• Over 7 years of experience in enterprise software or cloud-native SaaS, with at least 3 years in managing technical support or escalation engineering teams.

• More than 3 years of practical experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer before transitioning into management.

• Demonstrated success in managing KPIs and enhancing engineer performance and customer satisfaction.

• A customer-centric attitude! You treat every issue faced by hospitals, radiologists, and IT stakeholders as your own, and you cultivate a team that shares this philosophy.

🏝️ Benefits

• A comprehensive range of medical, dental, and vision benefits.

• Stock options available for all full-time employees.

• Flexible time off policy allowing you to take time off as needed to rest and recharge, without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project objectives are achieved.

• A 401(k) plan with company matching contributions, life insurance, and long- and short-term disability coverage.

• The chance to make a direct impact on medical care and improve patient outcomes.