Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Senior Technical Support Engineer - PST role.

Rezi rewrites your resume against Rad AI's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Senior Technical Support Engineer - PST posting at Rad AI — free, in seconds.

About the Role

We are adding a Senior Technical Support Engineer to our Technical Support team during a period of rapid customer growth. You will serve as the technical escalation point for enterprise health systems and radiology groups, manage complex issues end-to-end, and help shape the support function's processes, tooling, and automation.

Responsibilities

Serve as the senior technical escalation point for complex, multi-system issues spanning our Reporting platform, HL7/integration layer, speech recognition, and customer Windows/PACS environments, driving them to root cause.
Own high-visibility customer incidents: lead the TS response during P1/P2 events, coordinate with Engineering on-call, run customer-facing bridges, and deliver post-incident reviews and RCAs.
Lead technical support coverage for enterprise go-lives, including readiness reviews, hypercare, and handoff into steady-state support.
Drive ticket quality and SLA attainment through triage standards, escalation criteria, and Zendesk/Linear workflow design; identify volume drivers and work with Product and Engineering to eliminate them.
Build and maintain runbooks, troubleshooting guides, and Help Center content for new products and integrations; raise the technical floor of the team through mentoring, shadowing, and ticket reviews.
Partner with the automation and AI workstream to design, test, and roll out triage, classification, and self-service tooling.
Represent Technical Support in Engineering triage, incident review, and release planning, bringing customer impact data to prioritization decisions.
Participate in and help lead the on-call rotation, including occasional night/weekend coverage, and contribute to the design of 24/7 coverage.

Requirements

Must be comfortable working West Coast Hours.
6+ years in customer-facing technical roles (support engineering, TAM, solutions/implementation engineering) supporting enterprise SaaS, with at least 2 years operating as a senior or lead escalation resource.
Hands-on experience with HL7 v2 messaging, interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting.
Proven ability to debug web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues.
Stellar communication skills to partner with internal teams and provide clear updates.
Experience mentoring or coaching support engineers and raising team performance without direct authority.
Exceptional written and verbal communication with physicians, IT admins, and executives.
Composure under pressure with a high volume of open issues.
Comfortable in a fast-moving startup where process is still being built; bias toward documenting and systematizing what you learn.

Skills

HL7 v2 messaging
Interface engines
PACS/RIS workflows
Dictation workflows
Web application debugging
Desktop application debugging
Windows enterprise environments
Log analysis
Network troubleshooting
VPN troubleshooting
SSO/identity troubleshooting
SAML
Azure AD
Okta
ADFS
Speech recognition products
Clinical documentation products
SQL
Python
PowerShell
n8n
Tray
Better Stack
Datadog
FHIR
Medplum
Zendesk
Linear

Location

San Francisco - Onsite
United States - Remote

Work Type

Onsite
Remote
Full-Time

Experience Level

Senior
Lead

Benefits

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

About the Company

Rad AI is transforming healthcare with AI-driven solutions, revolutionizing radiology by saving time, reducing burnout, and improving patient care.
We possess one of the largest proprietary radiology report datasets globally, with AI that has identified hundreds of new cancer diagnoses and reduced error rates in millions of reports by nearly 50%.
We have secured over $140M in funding, including a $68M Series C led by Transformation Capital, reaching a $528M valuation.
Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, and Cone Health Ventures.
Our generative AI advancements are used daily by thousands of radiologists, supporting over one-third of radiology groups and healthcare systems, and nearly 50% of all medical imaging in the U.S.
Recognized by CB Insights and AuntMinnie as a promising healthcare AI company, ranked by Deloitte as the 19th fastest-growing company in North America, and named to CNBC’s Disruptor 50 list.
We are building AI-powered solutions that make a real impact.
Our mission is to empower physicians with cutting-edge AI.
We prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare.

Equal Opportunity

Rad AI values diversity and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.