{"id":13886,"url":"https://alion.io/job/aidoc-technical-support-engineer","title":"Technical Support Engineer","company":{"id":4324,"name":"Aidoc","domain":"aidoc.com","url":"https://alion.io/company/aidoc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":29,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":90000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":58},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"SQL","optional":false},{"name":"Azure","optional":true},{"name":"Datadog","optional":true},{"name":"GCP","optional":true},{"name":"Grafana","optional":true},{"name":"Jira","optional":true},{"name":"Monday.com","optional":true},{"name":"New Relic","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-06-22T18:00:32Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-01T23:21:24Z","board_verified":true,"closed_at":null,"days_open":101,"trust":{"level":"ok","repost_count":1,"flags":["company_stale"],"days_open":100},"description":"About Aidoc\nAidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year.\nAidoc is deployed in more than 2,000 medical centers worldwide. Since our founding in 2016, Aidoc has raised over $500 million and achieved a record number of FDA-cleared solutions.\nMedical diagnosis is hitting a breaking point, where the number of physicians hasn't kept up with the rapidly growing patient load. This leads to misdiagnosis and treatment delays that result in hundreds of thousands of deaths every year. Aidoc assists clinicians by precisely highlighting diseases directly on medical images, preventing misdiagnosis and ensuring that urgent patients receive the immediate attention they need.\nAbout this role\nWe are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering.\nIn this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world.\nYou will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment.\nThis is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays.\nResponsibilities\nOwn Customer Impacting Issues\nServe as the primary technical owner for complex customer issues and escalations.\nInvestigate and resolve technical problems spanning multiple systems and services.\nProvide clear, proactive communication to customers throughout the lifecycle of an issue.\nCoordinate Production Incident Response\nMonitor and triage production alerts impacting customers or system reliability.\nCoordinate incident response efforts across engineering and internal teams.\nEnsure incidents are properly documented, communicated, and followed through to resolution.\nTroubleshoot Systems and Data\nDiagnose issues using logs, system metrics, and SQL queries.\nAnalyze system behavior to identify root causes of production problems.\nEscalate and partner with engineering teams to drive long-term fixes.\nImprove Reliability and Operational Excellence\nDevelop and maintain troubleshooting documentation, runbooks, and operational processes.\nIdentify recurring patterns and contribute to systemic improvements.\nHelp strengthen incident response and operational best practices as the organization scales.\nEnable the Broader Support Team\nShare technical insights and best practices with colleagues.\nAct as a technical resource within the Support organization.\nImpact You’ll Have\nEnsure platform reliability for customers worldwide by diagnosing and resolving complex production issues.\nServe as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions.\nStrengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices.\nHelp scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows.\nRequirements\nExceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.\nA demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease.\n2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.\nStrong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.\nProficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.\nAbility to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.\nExperience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.\nComfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.\nNice to Have\nExperience participating in incident response, production alerting, or on-call rotations in a live production environment.\nFamiliarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.\nExperience supporting or operating within SaaS or cloud-based platforms.\nWorking knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.\nBonus\nExperience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.\nComfort analyzing application logs, system metrics, and traces to diagnose production issues.\nFamiliarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.\nBasic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.\nExposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.\nWorking at Aidoc\nWe’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.\nWe have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.\nWhat we offer:\nA range of medical, dental and vision benefits\nStock options for all full-time employees\nFlexible time off to enjoy the autonomy 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 goals are met.\nA 401(k) plan with company match, life insurance, plus long- and short-term disability\nThe opportunity to directly improve medical care and impact patient outcomes\nAidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. 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.","description_format":"text","description_chars":6894,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Life insurance","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Medical Imaging Systems","Medical AI"],"lifecycle":[{"event":"open","at":"2026-06-22T18:00:32Z"},{"event":"close","at":"2026-08-31T22:39:59Z"},{"event":"reopen","at":"2026-09-24T16:15:16Z"}],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.671,"p_room":0.44,"age_days":100,"expected_fill_days":70,"reasons":["conf:0","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/aidoc-technical-support-engineer","json_url":"https://alion.io/job/aidoc-technical-support-engineer.json","meta":{"generated_at":"2026-10-02T01:26:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1688,"day_limit":5000,"remaining_today":3312,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}