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Rad AI is seeking a Technical Support Operations Manager to build and optimize the technical infrastructure and support workflows for its AI-driven radiology platform. This is a net-new role reporting to the Senior Director of Technical Support.
You will lead a team of 2–4 Technical Support Engineers and serve as both a systems architect and operational team lead, bridging technical support, platform engineering, and product teams to ensure high availability and rapid incident resolution.
OPERATIONS MANAGEMENT (50% of role):
Architect and maintain the end-to-end technical infrastructure stack for support operations, including RESTful API integrations, webhook orchestration, and event-driven data flow across Zendesk, Linear, Monday.com, and BetterStack. Lead database-level troubleshooting and telemetry analysis in partnership with Core Engineering.
Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines. Establish programmatic tracking for MTTR, system availability, and operational error budgets.
Build and deploy LLM-driven automation pipelines using n8n, Glean, and Claude API to execute automated payload validation, log parsing, and context enrichment prior to human review.
Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer issues. Author comprehensive diagnostic runbooks and system topology documentation.
Build custom analytics dashboards and perform root-cause analysis on systemic platform failures to drive continuous improvement.
PEOPLE MANAGEMENT & LEADERSHIP (50% of role):
Directly manage and upskill a high-caliber team of Technical Support Engineers. Cultivate a systems-engineering mindset focused on root-cause diagnosis and operational reliability.
Define quantitative engineering benchmarks and technical proficiency targets. Structure 1:1s, architectural walkthroughs, and technical development plans that promote advancement and retention.
Act as the primary technical liaison between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture. Translate support telemetry into actionable bug reports and feature requests.
Lead technical enablement sessions on newly shipped platform endpoints and advocate for platform stability and API backward compatibility for enterprise health system deployments.
