Technical Support Operations Manager

About Rad AI

At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.

Rad AI has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing our valuation to $528M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing our mission to empower physicians with cutting-edge AI.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.

Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact. Most recently, Rad AI was named to CNBC’s Disruptor 50 list, highlighting the innovation and momentum behind our mission.

If you’re ready to shape the future of healthcare, we’d love to have you on our team!

About the Role

Rad AI is seeking a Technical Support Operations Manager to build, optimize, and maintain the complex systems, automation pipelines, and engineering support workflows behind our mission-critical platform. This is a net-new role and job family at Rad AI. Serving as both a systems architect and operational team lead, you will bridge technical support, platform engineering, and product teams to ensure high availability and rapid incident resolution.

Reporting to the Senior Director of Technical Support, you will lead a team of 2–4 Technical Support Engineers, managing the operational infrastructure that supports high-throughput, low-latency AI diagnostic inference pipelines deployed across enterprise healthcare environments.

Key Responsibilities

Operations Management (50%)

• Systems Architecture & Integration Stack: 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 to diagnose system-level anomalies in partnership with Core Engineering.
• Workflow & Incident Engineering: Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines; establish programmatic tracking for MTTR, system availability, and operational error budgets to maintain high-precision visibility into platform health.
• AI Orchestration & Automation Engineering: Programmatically reduce triage latency by building and deploying LLM-driven automation pipelines using n8n, Glean, and the Claude API to execute automated payload validation, log parsing, and context enrichment prior to human engineering review.
• L3 Technical Escalations & Diagnostic Runbooks: Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer dropouts; author comprehensive diagnostic runbooks, API failure trees, and system topology documentation to increase first-contact resolution rates.
• Operational Telemetry & System Analytics: Build custom analytics dashboards to query and analyze operational telemetry; perform root-cause analysis (RCA) on systemic platform failures to drive continuous improvement in automated triage and fault tolerance.

People Management & Leadership (50%)

• Engineering Team Leadership & Mentorship: Directly manage and upskill a high-caliber team of Technical Support Engineers; cultivate a rigorous, systems-engineering mindset focused on root-cause diagnosis, clean code practices in scripting, and operational reliability.
• Performance Metrics & Technical Growth: Define quantitative engineering benchmarks and technical proficiency targets; structure 1:1s, architectural walkthroughs, and technical development plans that promote internal advancement and low attrition.
• Cross-Functional Platform Interface: Act as the primary technical liaison between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture; translate technical support telemetry into actionable bug reports, feature requests, and system resilience specifications.
• Reliability Enablement & Customer Advocacy: Lead technical enablement sessions on newly shipped platform endpoints and infrastructure shifts; advocate for platform stability and API backward compatibility to ensure seamless operations for enterprise health system deployments.

What We're Looking For

• 5–7 years managing highly technical support teams in a SaaS or healthtech environment; startup experience strongly preferred
• Deep expertise in Zendesk and 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 — not just evaluating them, but shipping them
• Demonstrated people management experience alongside systems/operations ownership
• Ability to operate at both 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

Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by our mission, we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!

For US-Based Full-Time Roles, 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
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend
• For roles based outside the US, your recruiter can share more details

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.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or [email protected].