Escalation Engineer

About The Position

Aidoc is recruiting an Escalation Engineer in Tel Aviv. Join our team!

About Aidoc

Aidoc is a pioneering force in clinical AI. Our clinical AI imaging solutions help physicians quickly identify and diagnose urgent cases and improve patient outcomes. We analyze and aggregate medical data to enable care teams to work seamlessly with a continued focus on the patient. Aidoc’s AI is always on, running in the background to change the foreground.

Our solutions are used in more than 1000 hospitals, including leading health systems in the US. Funded by some of the industry’s leading VC’s, Aidoc has raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies.

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.

Technical Support Engineer:

Primary Responsibilities:

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.

Responsibilities
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

Requirements
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

Preferred Qualifications:

Bachelor’s or 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 Zendesk, Salesforce, etc.
Working at Aidoc

Our perks:

Be part of something big - using cutting-edge technologies to transform the Healthcare industry (while saving patients’ lives)
Office close to HaShalom train station with free parking
Stocked up kitchen & meal card
Breakfast and lunch made by our personal chef
Wellness- yoga, pilates, and functional workouts in the office
Amazing culture - collaborative, transparent & fun!
Attractive compensation package & benefits