Technical Operation Engineer

Aidoc is recruiting a Technical Operation Engineer in the United States. Join our team!

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. Built on Aidoc’s exclusive aiOS, we analyze and aggregate medical data to enable care teams to operationalize the unexpected and work seamlessly with a continued focus on the patient. Aidoc 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.

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 Operation Engineer will join a highly skilled and technically proficient team working in a dynamic environment.

Primary Responsibilities include:

• Customer complaint handling: Investigating complex escalations not resolved by the Aidoc Customer support level. This may involve working closely with Engineering, Customer Success, or communicating directly with the customer. 
• Customer Site Management: Oversees and manages operations related to the support, maintenance, and stability of Aidoc products and infrastructures.
• Customer Site Monitoring Escalation Point: Lead deep investigations understanding Service impact incidents and mitigate them.
• Training of new products and mentoring the Support group.

This role requires full-time availability and a flexible work schedule that includes day and evening shifts (Monday - Saturday).

• The Technical Operations 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 customer support 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 and product teams.
• Develop and maintain internal knowledge base and investigation dashboards and share best practices.
• Fine-tuning the system based on performance
• 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

Required: 

• 3+ years of technical support or operations experience.
• Proficiency in OS maintenance and troubleshooting.
• Demonstrated ability to thrive in a highly dynamic environment
• Strong knowledge of SQL or similar query languages.
• 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.

Preferred:

• 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. 
• Familiarity with technical platforms and tools such as Kusto, JSON, API calls, Grafana, and OpenSearch/Logz

We’re a dynamic, collaborative and fast growing team of more than 400 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 Tel Aviv and New York City, but Aidoc is a remote-first workplace. We’re able to hire US-based employees across the continental United States, although certain roles may be region-specific.

What we offer:

• A range of medical, dental and vision benefits
• Stock options for all full-time employees
• 20 days of paid vacation, plus sick days and holidays
• A 401(k) plan, life insurance, plus long and short term disability
• The opportunity to directly improve medical care and impact patient outcomes

Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.