Full-Time Customer Support Engineer
Rad AI is hiring a remote Full-Time Customer Support Engineer. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Rad AI
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About Rad AI: We're transforming healthcare with AI. Our solutions revolutionize radiology, saving time, reducing burnout, and improving patient care. Our AI has uncovered hundreds of new cancer diagnoses and reduced error rates in tens of millions of reports by nearly 50%.
Why Join Us: We're expanding our team with a Customer Support Engineer role during rapid growth. Deliver top-tier technical support for our growing product portfolio and physician users.
What You'll Be Doing:
- Communicate effectively with users to understand and address issues, providing technical guidance and status updates.
- Develop support processes and documentation for Rad AI products.
- Work with customers and engineers to triage urgent issues and ensure SLA compliance.
- Troubleshoot web applications in Windows environments, resolving defects and performance bottlenecks.
- Collaborate with development and QA teams for product improvement recommendations.
- Adapt in a fast-paced startup environment and learn new technologies.
- Support 24/7 customer base with on-call shifts (including occasional nights/weekends).
Who We're Looking For:
- 3+ years experience in customer-facing technical roles (support, account management, etc.) in software products.
- Experience in a radiology practice or radiology-focused tech company (preferred).
- Exceptional written/verbal communication and interpersonal skills.
- Proven experience remotely supporting enterprise SaaS applications in complex Windows environments.
- Ability to manage multiple issues effectively under pressure.
- Ability to learn and implement new tools, applications, or cloud-based platforms.
- Familiarity with customer support systems (e.g., Linear, Zendesk).
- Available to work Pacific/Mountain Time Zone business hours.
Nice to Haves:
- Knowledge of Active Directory, SSO technologies (SAML, ADFS, Azure AD, Okta)
- Understanding of HL7 standards.
- Experience troubleshooting VPN and networking issues.
- Familiarity with speech recognition technology.