Technical Support Operations Manager

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!