Technical Support Operations Manager
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Job Description
Technical Support Operations Manager scaling support systems for Rad AI’s healthcare AI platform. Leading engineers, automation, incident response, and enterprise radiology deployments.
Responsibilities:
- Architect and maintain the end-to-end technical infrastructure stack for support operations, including RESTful API integrations, webhook orchestration, and event-driven data flow across Zendesk, Linear, Monday.com, and BetterStack
- Lead database-level troubleshooting and telemetry analysis with Core Engineering
- Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines
- Track MTTR, system availability, and operational error budgets
- Build and deploy LLM-driven automation pipelines using n8n, Glean, and the Claude API for payload validation, log parsing, and context enrichment
- Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer dropouts
- Author diagnostic runbooks, API failure trees, and system topology documentation
- Build analytics dashboards and perform root-cause analysis on systemic platform failures
- Directly manage and upskill 2–4 Technical Support Engineers
- Define quantitative engineering benchmarks and technical proficiency targets
- Conduct 1:1s, architectural walkthroughs, and technical development planning
- Liaise between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture
- Translate support telemetry into bug reports, feature requests, and resilience specifications
- Lead technical enablement sessions and advocate for platform stability and API backward compatibility
Requirements:
- 5–7 years managing highly technical support teams in a SaaS or healthtech environment
- Startup experience strongly preferred
- Deep expertise in Zendesk
- Strong familiarity with Linear, Monday.com, HubSpot, BetterStack, and CRM/integration platforms
- Experience in radiology or other healthcare tech a major plus
- Hands-on experience with automation tools such as n8n, Zapier, or similar platforms
- Proven track record designing and managing cross-functional systems and workflows
- Experience implementing or leveraging AI tools to improve operational efficiency and shipping them
- Demonstrated people management experience alongside systems/operations ownership
- Ability to operate at strategic and tactical levels, from high-level architecture to detailed platform configuration
- Excellent stakeholder management skills across technical and non-technical audiences
- Experience supporting go-live operations and enterprise customer onboarding a strong plus
- Must be authorized to work lawfully in the US
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
- Equity
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