Technical Support Operations Manager

About the role

Rad AI is seeking a Technical Support Operations Manager to design, build, and maintain the systems, automation pipelines, and support workflows that keep its AI diagnostic platform reliable and performant for enterprise healthcare customers.

Key responsibilities

• Architect and maintain end‑to‑end technical infrastructure, including RESTful API integrations, webhook orchestration, and event‑driven data flow across Zendesk, Linear, Monday.com and BetterStack.
• Design and deploy automated incident response pipelines, escalation pathways and real‑time SLA telemetry engines to track MTTR, availability and error budgets.
• Build LLM‑driven automation pipelines using n8n, Glean and the Claude API to reduce triage latency and enrich logs before human review.
• Serve as the final escalation tier for high‑severity integration failures, author diagnostic runbooks and system topology documentation.
• Create custom analytics dashboards, perform root‑cause analysis on platform failures and drive continuous improvement.
• Lead, mentor and grow a team of 2‑4 Technical Support Engineers, establishing engineering benchmarks and development plans.

Required profile

• 5–7 years managing technical support teams in a SaaS or health‑tech environment, preferably startup experience.
• Deep expertise with Zendesk and strong familiarity with Linear, Monday.com, HubSpot, BetterStack or similar CRM/integration platforms.
• Hands‑on experience building automation with n8n, Zapier or comparable tools and shipping AI‑driven operational improvements.
• Proven ability to design cross‑functional systems, lead incident engineering and act as a liaison between support, engineering and product.

Required skills

• Zendesk
• Linear
• Monday.com
• BetterStack
• n8n
• Glean
• Claude API (LLM integration)
• RESTful API design and webhook orchestration
• Event‑driven data flow
• Automation pipeline development

What we offer

• Comprehensive medical, dental, vision and life insurance
• HSA with employer match, FSA, DCFSA and 401(k)
• Flexible PTO policy and 11 paid company holidays
• Annual equipment stipend and periodic team offsites