{"id":3484011,"url":"https://alion.io/job/rad-ai-senior-technical-support-engineer-pst","title":"Senior Technical Support Engineer - Swing Shift (PST)","company":{"id":171899,"name":"Rad AI","domain":"radai.com","url":"https://alion.io/company/rad-ai","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":89,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":96,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":86000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"HL7","optional":false},{"name":"Okta","optional":false},{"name":"Speech Recognition","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Datadog","optional":true},{"name":"FHIR","optional":true},{"name":"n8n","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-29T19:52:39Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T20:46:00Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Rad AI\nAt Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology-saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.\nRad AI has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing our valuation to $528M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others-all backing our mission to empower physicians with cutting-edge AI.\nOur latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.\nRecognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact. Most recently, Rad AI was named to CNBC’s Disruptor 50 list, highlighting the innovation and momentum behind our mission.\nIf you’re ready to shape the future of healthcare, we’d love to have you on our team!\nWhy Join Us:\nWe're adding a Senior Technical Support Engineer to our Technical Support team during the fastest period of customer growth in Rad AI's history. You'll be the technical escalation point for a portfolio of enterprise health systems and radiology groups, own our most complex Reporting, Impressions and integration issues end to end, and help shape how a scaling support function runs: process, tooling, automation, and the next generation of TSEs.\nWhat You'll Be Doing:\nServe 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.\n\nOwn 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.\n\nLead technical support coverage for enterprise go-lives, including readiness reviews with Implementations, hypercare, and the handoff into steady-state support.\n\nDrive 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.\n\nBuild 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.\n\nPartner with our automation and AI workstream to design, test and roll out triage, classification and self-service tooling that reduces manual ticket handling.\n\nRepresent Technical Support in Engineering triage, incident review and release planning, bringing customer impact data to prioritization decisions.\n\nParticipate 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.\n\nWho We're Looking For:\nMust be available to work West Coast hours, Sunday through Wednesday, with a shift running from 4:00 pm to 10:00 pm Pacific Time.\n\n6+ 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.\n\nHealthcare 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.\n\nProven 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).\n\nStellar communication skills to partner with internal teams to provide clear updates and take customer-facing ownership during incidents.\n\nExperience mentoring or coaching support engineers and raising team performance without direct authority.\n\nExceptional written and verbal communication with physicians, IT admins and executives, and composure under pressure with a high volume of open issues.\n\nComfortable in a fast-moving startup where process is still being built; bias toward documenting and systematizing what you learn.\n\nNice to Haves:\nExperience with speech recognition or clinical documentation products.\n\nScripting or querying skills (SQL, Python, PowerShell) for log analysis, data pulls and light automation; exposure to workflow tools such as n8n or Tray.\n\nExperience with observability and alerting tools (Better Stack, Datadog or similar) or with FHIR/Medplum.\n\nStrong command of Zendesk (triggers, SLAs, views, reporting) and Linear or equivalent, and experience designing support workflows rather than just working within them.\n\nPrior experience at a radiology practice, teleradiology group, or radiology-focused software company or a similarly focused field in healthcare.\n\nExperience supporting multi-site enterprise health system deployments or working directly with Implementations/Professional Services.\n\nJoin 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!\nTo learn more about what it's like to work at Rad AI, visit https://www.radai.com/life-at-rad-ai and be sure to follow us on LinkedIn to stay up to date!\n\nLocation Details:\nFor roles listed as San Francisco - Onsite:\nThis 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.\n\nFor roles listed as United States - Remote:\nThis role is open to candidates located anywhere in the United States.\n\nFor roles listed as San Francisco - Onsite + United States - Remote:\nWe 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.\n\nFor US-Based Full-Time Roles, Rad AI offers a variety of benefits, including:\nComprehensive Medical, Dental, Vision & Life insurance\n\nHSA (with employer match), FSA, & DCFSA \n\n401(k)\n\n11 Paid Company Holidays\n\nFlexible PTO policy\n\nAnnual company-wide offsite\n\nPeriodic team offsites\n\nAnnual equipment stipend\n\nFor roles based outside the US, your recruiter can share more details\n\nAt Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.\nPlease be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. 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