Technical Support Operations Manager

ABOUT RAD AI At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%. Rad AI has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing our valuation to $528M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing our mission to empower physicians with cutting-edge AI. Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health. Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie https://www.radai.com/news/auntminnie-recognizes-rad-ai-omni-reporting-as-2023s-best-new-radiology-software, and ranked by Deloitte https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact. Most recently, Rad AI was named to CNBC’s Disruptor 50 https://www.cnbc.com/2025/06/10/2025-cnbc-disruptor-50-see-the-full-list-of-companies.html list, highlighting the innovation and momentum behind our mission. If you’re ready to shape the future of healthcare, we’d love to have you on our team! ABOUT THE ROLE 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 http://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 Oper