Rad AI
Senior Technical Support Engineer - Overnight Shift (PST)
$86K–$115K
United States - Remote · Remote · Senior · Full-time · Posted Oct 28, 2026
- Experience
- 6+ years in customer-facing technical roles; at least 2 years as a senior or lead escalation resource.
About the job
Own complex technical escalations and customer incidents for Rad AI’s radiology software, while improving support operations, mentoring the team, and helping roll out automation and AI-assisted support tools.
What you'll do
- Resolve complex issues across reporting, HL7 integrations, speech recognition, and customer Windows/PACS environments; lead incident response and root-cause reviews.
- Support enterprise go-lives and improve ticket quality, SLAs, workflows, documentation, and team performance.
- Partner with Engineering and the automation/AI workstream on triage, classification, and self-service tooling; participate in on-call coverage.
What they ask for
- 6+ years in customer-facing technical roles supporting enterprise SaaS, including at least 2 years as a senior or lead escalation resource.
- Hands-on healthcare IT experience with HL7 v2 messaging, interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting.
- Ability to debug web and desktop applications in Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues.
- Availability for Wednesday–Saturday overnight coverage, 12am–10am PST.
Nice to have
- Experience with speech recognition or clinical documentation products.
- Scripting/querying, observability, workflow-tool, FHIR/Medplum, Zendesk, or Linear experience.
Pay
$86K – $115K (base salary)
Tools
HL7 v2, Interlinx, Medplum, Windows, PACS, RIS, SAML, Azure AD
AI focus
Partner on AI and automation work to design, test, and roll out triage, classification, and self-service tools that reduce manual ticket handling.
Model-written summary · the original posting is authoritative