Technical Support Engineer (Healthcare AI)

TL;DR

Technical Support Engineer (Healthcare AI): Managing and troubleshooting complex production environment escalations for clinical AI imaging solutions with an accent on system stability, performance tuning, and customer site management. Focus on deep-dive investigations of service impact incidents, optimizing production monitoring via Grafana and OpenSearch, and ensuring high service availability for global healthcare clients.

Location: Tel Aviv, Israel (Onsite)

Company

hirify.global is a pioneering force in clinical AI, providing imaging solutions that help physicians quickly identify and diagnose urgent cases to improve patient outcomes.

What you will do

• Investigate and resolve complex technical escalations not handled by first-level support, collaborating with Engineering and Customer Success teams.
• Oversee and manage the operations, maintenance, and stability of hirify.global's production environments at customer sites.
• Perform end-to-end troubleshooting of production issues to ensure SLA compliance and high customer satisfaction.
• Develop and refine monitoring dashboards using Kusto, Grafana, and OpenSearch to identify system gaps and performance issues.
• Analyze production data to provide technical insights and product feedback to internal engineering teams.
• Manage internal support projects, including training and support readiness for new product releases.

Requirements

• 3+ years of technical support experience.
• Proficiency in OS maintenance and troubleshooting.
• Strong knowledge of SQL, specifically the ability to write complex joins.
• Highly proficient in written and spoken English.
• Familiarity with Kusto, JSON, API calls, Grafana, and OpenSearch/Logz.
• Exceptional analytical, problem-solving, and customer-facing skills.

Nice to have

• Bachelor’s or Engineering degree in a technical field.
• Previous experience working within the Healthcare technology sector.
• Familiarity with coding languages such as Python, Shell, C, or Java.
• Experience with CRM systems like Salesforce.

Culture & Benefits

• Opportunity to work with cutting-edge AI technology that directly saves patients' lives.
• Office located near HaShalom train station with free parking provided.
• Comprehensive meal benefits, including a stocked kitchen, meal card, and a personal chef for breakfast and lunch.
• On-site wellness facilities offering yoga, pilates, and functional workouts.
• Collaborative, transparent, and fun team culture.