Customer Support Engineer

Summary

Join Rad AI, a leading healthcare AI company, as a Customer Support Engineer and contribute to delivering top-tier technical customer service for our expanding product portfolio and growing community of physician users across the United States. You will be responsible for communicating effectively with admins and users, providing technical guidance, and developing support processes and documentation. You will also work closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance. This role requires 3+ years of experience in customer-facing technical roles, experience in a radiology practice or a radiology-focused tech company, and exceptional written and verbal communication skills. Rad AI offers a variety of benefits for US-based full-time roles, including comprehensive medical, dental, vision, and life insurance, HSA with employer match, FSA, DCFSA, 401(k), 11 paid company holidays, location flexibility, flexible PTO policy, annual company-wide offsite, periodic team offsites, and an annual equipment stipend.

Requirements

• 3+ years of experience in customer-facing technical roles such as technical support, technical account management, customer success, support engineering, or similar functions in software products
• Experience in a radiology practice or a radiology-focused tech company
• Exceptional written and verbal communication skills with strong interpersonal abilities
• Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment
• Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure
• Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency
• Familiarity with customer support systems such as Linear, Zendesk, or similar platforms
• Available to work Pacific or Mountain Time Zone business hours

Responsibilities

• Communicate effectively and empathetically with admins and users to understand issues, provide technical guidance, and share status updates on open cases
• Provide thought leadership on our support playbook by developing support processes and documentation for Rad AI products
• Work closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance
• Troubleshoot and debug web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks
• Collaborate with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance
• Adapt and thrive in a fast-paced startup environment with a willingness to learn new technologies
• Support our 24/7 customer base with on-call shifts including occasional night/weekend coverage

Preferred Qualifications

• Knowledge of Active Directory and Single Sign-On technologies such as SAML, ADFS, Azure AD, and Okta
• Understanding of HL7 standards
• Experience troubleshooting VPN and other networking issues
• Familiarity with speech recognition technology

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 Paid Company Holidays
• Location Flexibility (Remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend