Technical Operations 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.

About This Role

The 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 Responsibilities

Technical Support Engineer:

• Customer 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.
  
  

• The 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 performance
• Extend/Create Dashboards for investigations and Troubleshooting
• Configuration updates
• Identify Gaps in aidoc services monitoring and improve them.
• Analytics on System Health, Site performance, Quality of Tickets
• Feature enablement/Disablement.
• Provide technical deep-dive troubleshooting with global clients
• Providing product feedback and insights to internal teams
• Managing internal projects related to support, such as training and support readiness for release
• Occasional evening and Friday work will be required
  
  

• 3+ years of technical support experience.
• Proficiency in OS maintenance and troubleshooting.
• Demonstrated ability to thrive in a highly dynamic environment
• Strong knowledge of SQL or similar query languages (Join level is a must).
• Excellent customer-facing skills
• Ability to handle stressful situations effectively
• Highly proficient in written and spoken English
• Exceptional analytical and problem-solving skills
• Experience 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
  
  

• Bachelor’s or an Engineering degree in a technical field
• Previous experience working in Healthcare technology companies.
• Familiarity with coding languages (Python, Shell, c, java)
• Experience with CRM systems like Salesforce, etc.
  
  

• Be part of something big - using cutting-edge technologies to transform the Healthcare industry (while saving patients’ lives)
• We work in a hybrid model, with our new offices located at 34 HaMasger Street in Tel Aviv and parking for employees.
• Amazing and healthy breakfasts and lunches prepared daily by our personal chef!
• Stocked up kitchen & meal card
• Wellness: Aidoc employees-only gym, plus Pilates, Yoga, and functional workouts classes.
• Amazing culture - collaborative, transparent & fun!
• Attractive compensation package & benefits