Customer Support Engineer

About Rad AI

We have raised $80+ million to date from venture funds and just closed on our series B financing with investors Khosla Ventures, Gradient (Google’s AI fund) and ARTIS. We’ve also formed a partnership with Google to collaborate on the future of generative AI to redefine healthcare. Currently, more than 1/3 of radiology groups and healthcare systems, including Kaiser Permanente, HCA Healthcare, and Geisinger, now leverage the latest Gen AI advancements from Rad AI. We're recognized as one of the most promising healthcare AI companies by both CB Insights and AuntMinnie. Come join us in transforming healthcare with AI!

Founded by the youngest US radiologist in history, Rad AI empowers physicians with Al to save time, reduce burnout, and improve the quality of patient care. By combining our deep expertise in healthcare and AI and using one of the largest proprietary radiology report datasets in the world, our AI has uncovered hundreds of new cancer diagnoses for patients and reduced the error rate in tens of millions of radiology reports by nearly 50%. 

Why we’re hiring for this role:

We are seeking an additional Customer Support Engineer to expand this critical function on our team! This is an exciting opportunity to join us at a time of incredible growth to help us deliver the best possible technical customer service to our growing product portfolio and roster of physician users across the United States.

What You'll be Doing:

• Communicate effectively and empathetically with admin and users to understand issues, provide technical guidance, and share status updates on open issues
• Provide thought leadership for our support playbook, including building out support processes and documentation for Rad AI Reporting
• Work closely with the customer 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 suggestions for improving product reliability and performance.
• Willingness to learn and adapt in a fast-paced startup environment
• Be available for occasional night/weekend on-call to address critical severity issues

What We're Looking For:

• 3 + years of experience with customer-facing teams in technical support, technical account management, technical customer success, support engineering, customer solutions, or related functions in software products
• Exceptional communication and interpersonal skills, both written and verbal
• Proven experience remotely supporting enterprise SaaS applications in a complex Windows environment
• Ability to successfully manage multiple open issues with high quality and grace under pressure
• Demonstrated ability to learn and implement new tooling, applications, products, or cloud-based platforms to improve operational efficiency
• Familiarity with customer operational support systems such as Jira and Zendesk or similar

Nice to Haves:

• Experience in a radiology practice or radiology-focused tech company
• Experience with Active Directory and Single-Sign-On technology like SAML, ADFS, AzureAD, and Okta
• Knowledge of HL7
• Experience troubleshooting VPN and other networking issues
• Experience with speech recognition technology

Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives. Our team is mission-driven and focused on transparency, inclusion, close collaboration, and building an incredible team.

If you're passionate about driving innovation and delivering impactful reporting solutions, we'd love to hear from you!

Rad AI offers a variety of benefits, including:

• 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

At Rad AI, we value diversity and provide 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.