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Aidoc is the market leader in healthcare AI, deploying clinical AI solutions across 2,000+ medical centers worldwide and supporting nearly 50 million patients annually. The company has raised over $500 million since 2016 and holds a record number of FDA-cleared solutions.
As a Technical Support Engineer, you will serve as a critical bridge between global customers and internal engineering teams. You'll own complex customer-impacting technical issues, diagnose production problems across distributed systems, and coordinate incident response efforts to ensure platform reliability.
Key responsibilities include:
- Investigating and resolving complex technical issues spanning multiple systems and services
- Monitoring and triaging production alerts, coordinating incident response across teams
- Using logs, system metrics, and SQL queries to diagnose root causes
- Developing troubleshooting documentation, runbooks, and operational processes
- Partnering with engineering teams to drive long-term fixes and systemic improvements
- Sharing technical insights with the broader support organization
This is a shift-based role supporting global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. You'll work in a fast-paced SaaS environment where deep technical troubleshooting, production system expertise, and customer advocacy are essential.
Required qualifications: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role; strong troubleshooting and analytical skills; SQL proficiency for data investigation in production environments; ability to analyze system behavior and debug distributed systems; experience partnering with engineering teams; comfort operating in fast-paced production environments with incidents and alerts; exceptional communication skills with a customer-first mindset.
