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Aidoc is seeking a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and the clinical, radiological workflows it operates within. This is a hands-on leadership role for someone with deep experience in enterprise SaaS support who is comfortable driving root-cause analysis on critical incidents, setting technical standards across a team, and translating recurring patterns into product and architectural improvements.
In this role, you will lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform and clinical radiological workflows. You'll drive root-cause analysis (RCA) for critical incidents and systemic product issues, establish technical standards for case handling, diagnostics, and escalation workflows, and lead internal technical reviews of recurring issues to surface architectural or product improvements.
You will manage day-to-day team performance against KPIs such as time-to-resolution, escalation rate, and case quality, holding engineers accountable to clear, measurable standards. You'll coach, mentor, and develop Technical Support Engineers, building technical depth and structured troubleshooting habits across the team, and partner with Senior Support leadership on staffing, capacity planning, and performance review cycles.
You'll serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues affecting hospital customers. You'll represent the voice of the customer in product and engineering discussions, ensuring recurring technical pain points are visible and prioritized. You'll collaborate with Clinical and Implementation teams to ensure technical guidance reflects real-world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations.
Required: 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams. 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management. Proven track record in KPI management and driving engineer performance and customer satisfaction. A customer-obsessed mindset.
Nice to have: Experience supporting healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations). Familiarity with AI/ML-powered SaaS platforms and the operational nuances of supporting algorithmic, clinical decision-support tools. Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA, clinical safety processes).
