Technical Support Engineer

About Aidoc

Aidoc is the market leader in healthcare AI and has developed the world's largest clinical frontier model, supporting nearly 50 million patients each year.
Aidoc is deployed in more than 2,000 medical centers worldwide. Since our founding in 2016, Aidoc has raised over $500 million and achieved a record number of FDA-cleared solutions.

Medical diagnosis is hitting a breaking point, where the number of physicians hasn't kept up with the rapidly growing patient load. This leads to misdiagnosis and treatment delays that result in hundreds of thousands of deaths every year. Aidoc assists clinicians by precisely highlighting diseases directly on medical images, preventing misdiagnosis and ensuring that urgent patients receive the immediate attention they need.

Own Customer Impacting Issues

• 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.

Coordinate Production Incident Response

• 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.

Troubleshoot Systems and Data

• 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.

Improve Reliability and Operational Excellence

• 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.

Enable the Broader Support Team

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

Impact You’ll Have

• 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 application layers.
• Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
• Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.

Nice to Have

• Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
• Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
• Experience supporting or operating within SaaS or cloud-based platforms.
• Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.

Bonus

• Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.
• Comfort analyzing application logs, system metrics, and traces to diagnose production issues.
• Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.
• Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.
• Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.

Working at Aidoc

Aidoc is deeply committed to creating an inclusive workplace, and to the principle of equal opportunity for all individuals. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.