Senior Technical Support Engineer (AI)

Location: Remote; candidates must be located in the United States.

Salary: $75,000–$107,000 per year.

Company

hirify.global develops artificial intelligence solutions for radiology and healthcare, including reporting and clinical workflow products.

What you will do

• Serve as the senior escalation point for complex issues across the Reporting platform, HL7 integrations, speech recognition, and customer Windows/PACS environments.
• Lead P1/P2 incident response, customer-facing bridges, engineering coordination, post-incident reviews, and root-cause analyses.
• Support enterprise go-lives through readiness reviews, hypercare, and transition to steady-state support.
• Improve ticket quality, SLA attainment, triage standards, escalation criteria, and Zendesk/Linear workflows.
• Create runbooks, troubleshooting guides, and Help Center content while mentoring and coaching support engineers.
• Partner with automation and AI initiatives to develop triage, classification, and self-service tooling; participate in the on-call rotation, including occasional nights and weekends.

Requirements

• 6+ years of experience in customer-facing technical roles supporting enterprise SaaS, including at least 2 years as a senior or lead escalation resource.
• Hands-on healthcare IT experience with HL7 v2 messaging, including ORU, ORM, and ADT, interface engines, and PACS/RIS or dictation workflows in a radiology or hospital setting.
• Experience debugging web and desktop applications in complex Windows enterprise environments, including log analysis, network/VPN troubleshooting, and SSO/identity issues with SAML, Azure AD, Okta, or ADFS.
• Strong communication skills and the ability to provide clear updates and take customer-facing ownership during incidents.
• Experience mentoring or coaching support engineers and improving team performance without direct authority.
• Exceptional written and verbal communication with physicians, IT administrators, and executives, plus composure under pressure with a high volume of open issues.
• Comfort working in a fast-moving startup environment where processes are still being built, with a bias toward documentation and systematization.

Nice to have

• Experience with speech recognition or clinical documentation products.
• Scripting or querying with SQL, Python, or PowerShell; exposure to n8n or Tray.
• Experience with observability and alerting tools such as Better Stack or Datadog, or with FHIR/Medplum.
• Strong Zendesk administration skills and experience with Linear or equivalent, including support workflow design.
• Experience at a radiology practice, teleradiology group, radiology-focused software company, or a similar healthcare field.
• Experience supporting multi-site enterprise health system deployments or working with Implementations or Professional Services.

Culture & Benefits

• Full-time remote work for candidates located anywhere in the United States.
• Participation in an on-call rotation with occasional night and weekend coverage as 24/7 support scales.
• Medical, dental, vision, and life insurance; HSA with employer match; FSA and DCFSA.
• 401(k), 11 paid company holidays, flexible PTO, annual equipment stipend, and company or team offsites.
• Culture emphasizes transparency, inclusion, close collaboration, and meaningful healthcare impact.