RapidAI is the trusted leader in deep clinical AI, helping hospitals deliver faster, more informed care through intelligent imaging and integrated workflows. The Rapid Enterprise™ Platform supports disease states across the care spectrum, but it’s our clinical depth that drives the most meaningful impact — improving decision-making, patient outcomes, and health-system performance. Used by more than 2,500 hospitals in over 100 countries and backed by 700+ clinical studies, including research that helped expand national stroke-treatment guidelines, RapidAI is the most clinically validated AI platform in healthcare.
What you will do:
- Advanced Technical Solutions & Analysis:
- Serve as a subject matter expert on RapidAI products, collaborating closely with engineering and product teams to understand technical architecture.
- Apply your development background to diagnose, troubleshoot, and resolve complex technical issues escalated by the Support & Services team, often involving code analysis and log interpretation.
- Provide advanced technical support for critical customer issues, effectively communicating technical concepts related to AWS, Kubernetes, VMware, IP networking, and Firewalls.
- Develop and implement scripts (Python, Bash) for automation, data analysis, and proactive issue identification.
- Support & Services Team Liaison:
- Act as the primary technical liaison with the Support & Services team, facilitating clear communication between them, engineering, and customer stakeholders for complex technical escalations.
- Provide technical guidance and training to the Support & Services team, empowering them to resolve a broader range of issues.
- Participate in technical discussions and reviews for escalated customer issues, guiding the Support & Services team through complex resolutions.
- Documentation & Improvement:
- Generate and maintain comprehensive technical documentation for internal use, including troubleshooting guides and deep-dives from complex issue resolution.
- Utilize Salesforce (SFDC) to track escalated technical cases and contribute to internal knowledge bases.
- Contribute to the continuous improvement of technical support processes and product capabilities by providing feedback to engineering.
What you will bring:
- Education: Bachelor’s degree in Computer Science, IT, Engineering, or a related technical field, or equivalent experience/certifications.
- -7+ years of overall technical experience, with significant time in customer-facing technical support and resolving complex issues.
- -3-5 years of direct development experience or deep technical troubleshooting requiring code-level understanding.
- Proven experience with AWS, Kubernetes, and VMware.
- Hands-on experience with Python and Bash scripting for advanced troubleshooting and automation.
- Experience collaborating with cross-functional engineering and product teams.
- Solid understanding of networking concepts, IP addressing, and firewall configurations.
- Technical Skills: Strong working knowledge of AWS, Kubernetes, VMware, Python, Bash, and Salesforce (SFDC). Deep understanding of networking principles. Familiarity with CI/CD, version control (Git), and software development methodologies is a plus.
- Communication & Problem-Solving: Excellent verbal and written communication skills to convey complex technical concepts to diverse audiences. Exceptional analytical problem-solving skills for intricate technical issues. Proven ability to work collaboratively with engineering and Support & Services teams.
- Other: Ability to thrive in a fast-paced environment. Strong organizational skills, attention to detail, and ability to work independently and as part of a team.
RapidAI is committed to creating an inclusive and diverse workplace. We provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any type in regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
