Technical Operations Engineer

About AidocAidoc 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.About This RoleThe Delivery Department oversees the full spectrum of customer deployments, including new and extended implementations, and manages all operational activities critical to ensuring the stability and performance of Aidoc products.The Technical Support Engineer will join a highly skilled and technically proficient team working in a dynamic environment.Primary ResponsibilitiesCustomer complaint handling: Investigating complex escalations that were not resolved by Aidoc's customer support. This involves working closely with Support, Engineering, and Customer Success and communicating directly with the customer. Customer Site Management: Oversees and manages operations related to the support, maintenance, and stability of Aidoc's environment at customer sites.Customer Site Monitoring Escalation Point: Lead deep investigations understanding Service impact incidents and mitigate them.ResponsibilitiesThe Technical Support Engineer is responsible for the day-to-day operations and maintenance of production services and systems. This includes performing comprehensive troubleshooting of production issues to identify and resolve complex support issues escalated by Aidoc's support team in a timely manner. End-to-end ownership and management of assigned investigations to ensure they meet service agreement level while ensuring top-notch service and customer satisfaction. Monitor and analyze production data to identify opportunities for improvement and communicate these insights to the engineering teams.Fine-tuning the system based on performanceExtend/Create Dashboards for investigations and TroubleshootingConfiguration updatesIdentify Gaps in aidoc services monitoring and improve them.Analytics on System Health, Site performance, Quality of TicketsFeature enablement/Disablement.Provide technical deep-dive troubleshooting with global clientsProviding product feedback and insights to internal teamsManaging internal projects related to support, such as training and support readiness for releaseWorking hours: This is a full-time position requiring availability Monday-Friday.Required Shift HoursEastern Time (ET): 10:30 AM-6:30 PMMountain Time (MT): 8:30 AM-4:30 PMPacific Time (PT): 8:00 AM-4:00 PMRequirements4+ years of technical support experience.Proficiency in OS maintenance and troubleshooting.Demonstrated ability to thrive in a highly dynamic environmentStrong knowledge of SQL or similar query languages (Join level is a must).Excellent customer-facing skillsAbility to handle stressful situations effectivelyHighly proficient in written and spoken English Exceptional analytical and problem-solving skillsExperience working cross-functionally with product and engineering teams to escalate issues, document expected vs. current behavior, and outline replication steps.Familiarity with technical platforms and tools such as Kusto, JSON, API calls, Grafana, and OpenSearch/Logz Major Advantage: Experience as an Escalation Engineer (Tier 2 and above)Preferred QualificationsBachelor’s or an Engineering degree in a technical fieldPrevious experience working in Healthcare technology companies. Familiarity with coding languages (Python, Shell, c, java)Experience with CRM systems like Salesforce, etc.Working at AidocWe’re a dynamic, collaborative and fast growing team of more than 500 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work.We have offices in Barcelona, Tel Aviv and New York City, but Aidoc is a remote-first workplace.What We OfferA range of medical, dental and vision benefitsStock options for all full-time employeesFlexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met.A 401(k) plan with company match, life insurance, plus long- and short-term disabilityThe opportunity to directly improve medical care and impact patient outcomesAidoc 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.