About the Opportunity
The organization is on a mission to transform healthcare with artificial intelligence. 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, the AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.
The company has secured over $140M in funding, including a recently oversubscribed Series C ($68M round) led by Transformation Capital, bringing its valuation to $528M. Investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing the mission to empower physicians with cutting-edge AI.
The 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, and ranked by Deloitte as the 19th fastest-growing company in North America, the organization is building AI-powered solutions that make a real impact. Most recently, the company was named to CNBC’s Disruptor 50 list, highlighting the innovation and momentum behind its mission.
If you’re ready to shape the future of healthcare, the team would love to have you!
About the Role
The organization is seeking a Technical Support Operations Manager to build, optimize, and maintain the complex systems, automation pipelines, and engineering support workflows behind its mission-critical platform. This is a net-new role and job family at the company. Serving as both a systems architect and operational team lead, this role 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, this role 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, 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 Operations, Core Platform Engineering, Product Management, and Solutions Architecture; translate technical support telemetry into actionable bug reports, feature requests, and system resilience specifications.
- Reliability Enablement & Customer Advocacy: Lead technical enablement sessions on newly shipped platform endpoints and infrastructure shifts; advocate for platform stability and API backward compatibility to ensure seamless operations for enterprise health system deployments.
Required Qualifications
- 5–7 years managing highly technical support teams in a SaaS or healthtech environment; startup experience strongly preferred
- Deep expertise in Zendesk and strong familiarity with Linear, HubSpot, BetterStack, and CRM/integration platforms
- Experience in radiology or other healthcare tech a major plus
- Hands-on experience with automation tools such as n8n, Zapier, or similar platforms
- Proven track record designing and managing cross-functional systems and workflows
- Experience implementing or leveraging AI tools to improve operational efficiency — not just evaluating them, but shipping them
- Demonstrated people management experience alongside systems/operations ownership
- Ability to operate at both strategic and tactical levels, from high-level architecture to detailed platform configuration
- Excellent stakeholder management skills across technical and non-technical audiences
- Experience supporting go-live operations and enterprise customer onboarding a strong plus
Join the world-class team as the organization builds and deploys AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by its mission, the company prioritizes transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, the organization would love to hear from you!
Additional Information
- _Comprehensive Medical, Dental, Vision & Life insurance_
- _HSA (with employer match), FSA, & DCFSA_
- _401(k)_
- _11 Paid Company Holidays_
- _Flexible PTO policy_
- _Annual company-wide offsite_
- _Periodic team offsites_
- _Annual equipment stipend_
- _For roles based outside the U.S., a recruiter can share more details_
The organization values diversity and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Qualified applicants with criminal histories will be considered for employment in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.