Customer Support Engineer

Rad AI is the fastest growing radiologist-led AI company. In addition to winning the 2021 award for “Best New Radiology Vendor” from AuntMinnie, Rad AI ended 2021 by closing a $25M Series A round of investment and being named to the 2021 CB Insights Digital Health 150 - List of Most Innovative Digital Health Startups. Rad AI continued the momentum by being recognized as 2022 CB Insights AI 100 - Most Promising AI Companies. Founded in 2018 by the youngest radiologist in US history, Rad AI has seen rapid adoption of its AI platform, and is already in use at 7 of the 10 largest private radiology practices in the US. Rad AI uses large language models and state-of-the-art machine learning / generative AI to streamline repetitive tasks for radiologists, which yields substantial time savings, alleviates burnout, and creates more time to focus on patient care. Its first product, Rad AI Omni, saves radiologists an average of 60 minutes per day, and helps achieve up to 20% time savings per report. Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives!
Why we're hiring for this role:We are seeking to add additional Customer Support Engineers to expand this critical function on our team! This is an exciting opportunity to join us at a time of incredible growth and help us deliver the best possible technical customer service to our growing roster of physician users across the United States.

This is what you'll do:

• Full ownership of major issues and customer challenges including debugging the issue; working with engineering and product to triage, develop a solution, and assign to product roadmap; keeping the customer updated with timelines and work-arounds
• Work closely in support of our product and engineering teams to help triage urgent issues and ensure project timelines are met and delivered seamlessly
• Support engineering management to provide strategic, technical, and people leadership towards architecting and building systems to technically support our customers
• Contribute to our support playbook, including building out support processes for new products and services
• Help drive and support technical customer strategy development by acting as an escalation point and routing mechanism for customer support activities
• Be available for occasional night/weekend on-call to address critical severity issues

This is what you'll need:

• Networking/VPN related technology experience as well as a strong general understanding of technology concepts required 3 + years of experience with customer-facing teams in technical support, technical account management, technical customer success, support engineering, customer solutions, or related functions in software products
• Exceptional communication and interpersonal skills both written and verbal
• Ability to successfully manage multiple projects with high quality and grace under pressure
• Demonstrated experience proposing and implementing new tooling, applications, products, or cloud-based platforms to improve operational efficiency
• Familiarity with customer operational support systems such as Jira and Zendesk or similar

This would be nice to have:

• Experience in a hyper growth environment and or startup company

Thank you for your interest. We look forward to hearing from you.
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.