Technical Support Operations Manager

Rad AI
San Francisco
Workplace: RemoteFull timeUSD 110,000 - 130,000 annuallyFunction: Business OperationsExperience: 5-7 yearsSkills: ["Stakeholder management","Mentorship","Leadership","Root-cause diagnosis","Communication"]

Build and lead the operations systems that power Rad AI’s mission-critical platform, bridging Technical Support, Core Platform Engineering, and Product teams. Architect support infrastructure, design automated incident response and escalation workflows, and develop telemetry analytics to improve MTTR, availability, and error-budget visibility. Serve as L3 escalation for high-severity failures, author runbooks, and deploy LLM-driven automation pipelines using tools like n8n and the Claude API.

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FursaFursa
Rad AI
Rad AI
1 day ago

Technical Support Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Build and lead the operations systems that power Rad AI’s mission-critical platform, bridging Technical Support, Core Platform Engineering, and Product teams. Architect support infrastructure, design automated incident response and escalation workflows, and develop telemetry analytics to improve MTTR, availability, and error-budget visibility. Serve as L3 escalation for high-severity failures, author runbooks, and deploy LLM-driven automation pipelines using tools like n8n and the Claude API.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Architect and maintain the end-to-end support operations infrastructure stack, including RESTful API integrations, webhook orchestration, and event-driven data flow.
  • •Design and deploy automated incident response pipelines, escalation pathways, and real-time SLA telemetry to track MTTR, availability, and operational error budgets.
  • •Build LLM-driven automation pipelines (e.g., n8n, Glean, Claude API) to reduce triage latency by automating validation, log parsing, and context enrichment.
  • •Serve as the final escalation tier for high-severity integration/API failures and author diagnostic runbooks, failure trees, and system topology documentation.
  • •Lead a team of 2–4 Technical Support Engineers, providing mentorship and setting performance metrics while acting as the technical liaison across teams.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveHsaFsaEquipment Stipend

Key Requirements

  • •5–7 years managing highly technical support teams in a SaaS or healthtech environment, with startup experience strongly preferred.
  • •Deep expertise in Zendesk and familiarity with Linear, Monday.com, HubSpot, BetterStack, and CRM/integration platforms.
  • •Hands-on automation experience using tools such as n8n, Zapier, or similar platforms.
  • •Proven track record designing and managing cross-functional systems and workflows.
  • •People management experience alongside systems/operations ownership, operating across strategic and tactical levels.
Experience:5-7 yearsHealthcareHealthtechSaaSStartup
Skills:Stakeholder managementMentorshipLeadershipRoot-cause diagnosisCommunication
Tech Stack:ZendeskLinearMonday.comHubSpotBetterStackRESTful APIWebhooksEvent-drivenCore EngineeringN8nGleanClaude APIZapierCRM

Company Brief

Rad AI
Builds generative AI solutions for radiology to automate report writing, reduce radiologist burnout, and improve patient follow-up and care across health systems and radiology practices.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor