Technical Support 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.

The delivery department is responsible for all customer new and extended deployments and manages all operational activities that relate with the stability of the processing of Aidoc products. 

As a Technical Support Engineer, you will be responsible for providing excellent support for our globally-based clients. The team gets requests from our clients via different communication channels, works on the triage, provides high-quality responses, and escalates complicated requests in the production environment. 

Responsibilities:

• Working to resolve all escalated incoming client issues by phone, email within defined SLAs
• Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering teams
• Documenting issue statuses and providing updates to management.
• Developing, documenting, and maintaining standard operating procedures, best practices, and customer service guidelines with the global Support department
• Enabling the global Support department and being a focal point for knowledge transfer within the department
• Handling proactive alerts and coordinating production incidents, both resolving issues independently and handling communication with relevant development teams.

Requirements: 

• 3+ years of experience in technical support
• Knowledge and experience with SQL 
• Experience in navigating complex support scenarios
• Customer-oriented and exceptional interpersonal skills
• Excellent analytical and problem-solving skills
• Self-starter, experience within a start-up environment
• Experience working cross-functionally with product and engineering to escalate issues and thoroughly document expected behavior, current behavior and steps to replicate
• Experience working with PagerDuty, Salesforce, Slack.

Our Perks:

• 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

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