Team Lead - Technical Support Engineer US

About Aidoc Aidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year. Aidoc is deployed in more than 2,000 medical centers worldwide. Since our founding in 2016, Aidoc has raised over $500 million and achieved a record number of FDA-cleared solutions. Medical diagnosis is hitting a breaking point, where the number of physicians hasn't kept up with the rapidly growing patient load. This leads to misdiagnosis and treatment delays that result in hundreds of thousands of deaths every year. Aidoc assists clinicians by precisely highlighting diseases directly on medical images, preventing misdiagnosis and ensuring that urgent patients receive the immediate attention they need. About this role Aidoc is looking for a Support Manager to lead a team of Technical Support Engineers responsible for advanced troubleshooting of the Aidoc platform and the clinical, radiological workflows it operates within. This is a hands-on leadership role for someone who has spent real time in the technical trenches of enterprise SaaS support — comfortable driving root-cause analysis on critical incidents, setting technical standards across a team, and translating recurring patterns into product and architectural improvements. You'll partner closely with Engineering, Product, and Clinical teams to ensure that every escalation, RCA, and case review strengthens both the platform and the hospitals and providers who depend on it. This role is open to candidates residing in the East Coast timezone. Responsibilities Technical Leadership - Lead a team of Technical Support Engineers handling advanced troubleshooting of the Aidoc platform, as well as clinical radiological workflows. - Drive root-cause analysis (RCA) for critical incidents and systemic product issues. - Establish technical standards for case handling, diagnostics, and escalation workflows. - Lead internal technical reviews of recurring issues to surface architectural or product improvements. Team & Performance Leadership - Manage day-to-day team performance against KPIs such as time-to-resolution, escalation rate, and case quality, holding engineers accountable to clear, measurable standards. - Coach, mentor, and develop Technical Support Engineers, building technical depth and structured troubleshooting habits across the team. - Partner with Senior Support leadership on staffing, capacity planning, and performance review cycles. Cross-Functional Partnership - Serve as the primary escalation point between Technical Support and Engineering/Product for unresolved or systemic issues affecting hospital customers. - Represent the voice of the customer in product and engineering discussions, ensuring recurring technical pain points are visible and prioritized. - Collaborate with Clinical and Implementation teams to ensure technical guidance reflects real-world radiological workflow context, including PACS, DICOM, HL7, and EHR integrations. Requirements Experience & Leadership - 7+ years in enterprise software or cloud-native SaaS, including 3+ years managing technical support or escalation engineering teams. - 3+ years of hands-on experience as a Support Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management. - Proven track record in KPI management and driving engineer performance and customer satisfaction. - A customer-obsessed mindset! You treat every hospital, radiologist, and IT stakeholder's problem as your own, and you build a team that does the same. - Experience supporting healthcare IT, medical imaging, or clinical software (PACS, RIS, EHR, DICOM/HL7 integrations). Nice to Have - Familiarity with AI/ML-powered SaaS platforms and the operational nuances of supporting algorithmic, clinical decision-support tools. - Experience working in a regulated environment (e.g., FDA-cleared software, HIPAA, clinical safety processes). Working at Aidoc We’re a dynamic, collaborative and fast growing team of more than 500 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work. We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes Aidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.