Technical Support Engineer

Back to jobsTechnical Support EngineerUSApplyAbout Aidoc Aidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year.Aidoc 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.Medical 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.About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In 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. You 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. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues Serve as the primary technical owner for complex customer issues and escalations. Investigate and resolve technical problems spanning multiple systems and services. Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response Monitor and triage production alerts impacting customers or system reliability. Coordinate incident response efforts across engineering and internal teams. Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data Diagnose issues using logs, system metrics, and SQL queries. Analyze system behavior to identify root causes of production problems. Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence Develop and maintain troubleshooting documentation, runbooks, and operational processes. Identify recurring patterns and contribute to systemic improvements. Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team Share technical insights and best practices with colleagues. Act as a technical resource within the Support organization. Impact You’ll Have Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. A 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...