Team Lead - Technical Support Engineer US

Role overview

A healthcare AI company is hiring a Support Manager to lead a team of Technical Support Engineers focused on advanced troubleshooting of a clinical decision-support platform and the radiological workflows it operates within. This is a hands-on leadership position for someone who has spent real time in enterprise SaaS support and can drive root-cause work on critical incidents while raising the team's technical bar. The role partners closely with Engineering, Product, and Clinical teams across a globally deployed medical imaging product.

Candidates must be based on the East Coast timezone.

Responsibilities

- Lead a team of Technical Support Engineers handling advanced troubleshooting of the platform and clinical radiological workflows.

- Drive root-cause analysis for critical incidents and systemic product issues, including post-incident reviews.

- Establish technical standards for case handling, diagnostics, and escalation workflows.

- Manage day-to-day team performance against KPIs such as time-to-resolution, escalation rate, and case quality.

- Coach and develop engineers, building structured troubleshooting habits and technical depth across the team.

- Serve as the primary escalation point between Support and Engineering/Product, and collaborate with Clinical and Implementation teams on integrations such as PACS, DICOM, HL7, and EHR.

Requirements

- 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.

- Experience supporting healthcare IT, medical imaging, or clinical software, including PACS, RIS, EHR, and DICOM/HL7 integrations.

- Customer-obsessed mindset with the ability to build a team that treats hospital and radiologist issues as their own.

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 such as FDA-cleared software, HIPAA, or clinical safety processes.

Benefits and work setup

- Remote-first workplace with medical, dental, and vision benefits, stock options, flexible time off, and a 401(k) plan with company match plus life and disability coverage.

- Mission-focused team working to directly improve medical care and patient outcomes.