Team Lead - Technical Support Engineer
Skills
DevopsSoftware As A ServiceContextHealthcareMicrosoft SurfaceStructured FinanceTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 7+ years in enterprise software or cloud-native SaaS
- 3+ years managing technical support or escalation engineering teams
- 3+ years hands-on experience in Support Engineer DevOps SRE or Tier 3 Escalation Engineer roles
- Proven track record in KPI management and engineer performance improvement
- Customer-obsessed mindset
- Experience supporting healthcare IT medical imaging or clinical software is a plus
- Familiarity with AI/ML-powered SaaS platforms is a plus
- Experience working in a regulated environment is a plus
Nice to have
- hands-on leadership
- customer obsessed
- analytical
- cross-functional
- coachable
- detail-oriented
Day to day
- Lead a team of Technical Support Engineers providing advanced troubleshooting across the Aidoc platform and radiological workflows.
- Drive rigorous root-cause analysis for critical incidents and recurring system issues, turning findings into practical improvements.
- Coach and develop the team while partnering with Engineering Product and Clinical groups to strengthen support quality and customer outcomes.