Technical Support Engineer

About Aidoc

Aidoc is revolutionizing clinical decision‑making with real‑time clinical AI imaging solutions, impacting over 60 million patients annually. Our technology empowers physicians to diagnose urgent cases, ultimately improving patient outcomes. Powered by our proprietary aiOS, Aidoc assists clinicians by precisely highlighting suspected pathological findings directly on medical images and prioritizing cases, ensuring that urgent patients receive the immediate attention they need. As a leader in clinical AI, Aidoc has the most FDA‑cleared Computer‑Aided Detection (CAD) solutions, with adoption in more than 1,600 medical centers worldwide.

Since our founding in 2016, Aidoc has secured over $500 million in funding and was recognized as one of TIME’s 50 most genius companies.

We are looking for a customer‑obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams, diagnosing complex technical issues, coordinating production incident response, and ensuring the reliability of our platform for customers worldwide.

This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast‑paced SaaS environment.

This is a shift‑based role supporting our global customers. The schedule may include Pacific Time business hours, evenings, weekends, and some holidays.

• Serve as the primary technical owner for complex customer issues and escalations.
• Investigate and resolve technical problems spanning multiple systems and services.
• Provide clear, proactive communication to customers throughout the lifecycle of an issue.

• Monitor and triage production alerts impacting customers or system reliability.
• Coordinate incident response efforts across engineering and internal teams.
• Ensure incidents are properly documented, communicated, and followed through to resolution.

• Diagnose issues using logs, system metrics, and SQL queries.
• Analyze system behavior to identify root causes of production problems.
• Escalate and partner with engineering teams to drive long‑term fixes.

• Develop and maintain troubleshooting documentation, runbooks, and operational processes.
• Identify recurring patterns and contribute to systemic improvements.
• Help strengthen incident response and operational best practices as the organization scales.

• Share technical insights and best practices with colleagues.
• Act as a technical resource within the Support organization.

• Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues.
• Serve as a critical bridge between customers and engineering, bringing technical insight and real‑world production context to accelerate resolutions.
• Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices.
• Help scale a modern, high‑impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows.

• Exceptional communication skills with a customer‑first mindset, capable of translating complex technical issues into clear and actionable insights.
• A demonstrated ability to get on a call or have a remote session with a customer during less‑than‑optimal times to troubleshoot and put them at ease.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer‑facing technical role.
• Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
• Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and…