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Technical Support Operations Manager

Rad AISan Francisco - OnsiteTechnical Support
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Salary
$120K - $150K USD
Job type
Full-time
Posted
31 Aug 2026
Status
Open · checked 7d ago

About this role

Radiology AI Platform for Reporting & Follow is hiring a Technical Support Operations Manager for an onsite role based in San Francisco. This position is ideal for an experienced technical leader who wants to build, optimize, and maintain complex systems and engineering support workflows for mission-critical healthcare AI platforms.

Role Overview

Operating as a net-new role and job family within the company, the Technical Support Operations Manager acts as both a systems architect and operational team lead. Reporting directly to the Senior Director of Technical Support, the individual will lead a team of two to four Technical Support Engineers. The position requires bridging technical support, platform engineering, and product teams to ensure high availability and rapid incident resolution for high-throughput, low-latency AI diagnostic inference pipelines deployed across enterprise healthcare environments.

Key Responsibilities

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.
Design and deploy automated incident response pipelines, multi-tiered escalation pathways, and real-time SLA telemetry engines to track MTTR and system availability.
Programmatically reduce triage latency by building LLM-driven automation pipelines using n8n, Glean, and the Claude API for payload validation, log parsing, and context enrichment.
Serve as the final support escalation tier for high-severity integration failures, API payload malformations, and network layer dropouts, while authoring comprehensive diagnostic runbooks and failure trees.
Directly manage, mentor, and upskill a high-caliber team of Technical Support Engineers, fostering a rigorous systems-engineering mindset.
Define quantitative engineering benchmarks, structure regular one-on-ones, and guide technical development plans to promote internal growth.
Act as the primary technical liaison between Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture.

Requirements

Five to seven years of experience managing highly technical support teams in a SaaS or healthtech environment, with startup experience strongly preferred.
Deep expertise in Zendesk and strong familiarity with Linear, Monday.com, HubSpot, BetterStack, and CRM or integration platforms.
Hands-on experience with automation tools such as n8n and Zapier.
Proven track record designing and managing cross-functional systems and workflows.
Experience implementing or leveraging AI tools to improve operational efficiency and shipping them into production.
Demonstrated people management experience combined with systems and operations ownership.
Strong capability to operate at both strategic and tactical levels, spanning high-level architecture down to detailed platform configuration.

Nice to Have

Experience working in radiology or other healthcare technology fields.
Experience supporting go-live operations and enterprise customer onboarding.

Skills and Tools

LLM
Zendesk
Linear
Monday.com
BetterStack
HubSpot
n8n
Zapier
Claude API
Glean
RESTful APIs

Salary and Benefits

Salary range between $120,000 and $150,000 per year in USD.
Comprehensive Medical, Dental, Vision, and Life insurance.
Health Savings Account with employer match, Flexible Spending Account, and Dependent Care FSA.
401(k) plan.
Eleven paid company holidays and a flexible paid time off policy.
Annual company-wide offsites and periodic team offsites.
Annual equipment stipend.

About the Company

Radiology AI Platform for Reporting & Follow is on a mission to transform healthcare using artificial intelligence, helping to reduce burnout, save time, and improve patient care. Founded by a radiologist, the organization supports nearly 50 percent of all medical imaging in the United States across thousands of radiologists daily. Recognized by CNBC as a Disruptor 50 company and noted as one of the fastest-growing companies in North America by Deloitte, the firm has secured over $140 million in funding from prominent investors like Transformation Capital, Khosla Ventures, and Gradient Ventures.

How to Apply

To apply for this position, please visit the official company careers page directly and submit your application materials through authorized company channels.

Skills and tech stack

LLM

Questions candidates ask

What is the location and work arrangement for this role?

This role is based onsite at the company's San Francisco office, with expectations to work onsite four days per week.

What is the salary range for the Technical Support Operations Manager?

The salary ranges from $120,000 to $150,000 per year in USD.

How many direct reports will this manager oversee?

The manager will lead and mentor a team of two to four Technical Support Engineers.

What level of experience is required for applicants?

Candidates must have five to seven years of experience managing highly technical support teams within a SaaS or healthtech environment.

What tools and technologies will I be expected to use?

Key tools include Zendesk, Linear, Monday.com, BetterStack, HubSpot, n8n, Zapier, Glean, and the Claude API, alongside RESTful APIs and LLM automation.

Ready to apply?

The application is on the official Rad AI careers page.

Apply on company site