Description
Aidoc is recruiting a Director of Technical Support in the United States. Join our team!
About Aidoc
Aidoc is a pioneering force in clinical AI. Our clinical AI imaging solutions help physicians quickly identify and diagnose urgent cases and improve patient outcomes. Built on Aidoc’s exclusive aiOS, we analyze and aggregate medical data to enable care teams to operationalize the unexpected and work seamlessly with a continued focus on the patient. Aidoc AI is always on, running in the background to change the foreground.
Our solutions are used in more than 1000 hospitals, including leading health systems in the US. Funded by some of the industry’s leading VC’s, Aidoc has raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies.
About this role
Aidoc is seeking a Director of Technical Support to design, build, and lead our global support organization as we scale in the healthcare AI space. This role combines strategic leadership with operational oversight, driving both team performance and customer satisfaction.
While Aidoc is typically a remote-first employer in the US, we are targeting someone based in the Eastern time zone for this role, with a strong preference for someone in the NYC metropolitan area.
Responsibilities
- Define the support strategy and operating model in line with business goals.
- Lead and grow Tier 1 & Tier 2 teams — hiring, training, and developing talent.
- Set and monitor KPIs/OKRs for all support functions.
- Oversee daily operations, ensuring SLA compliance, effective incident management, and high-quality customer interactions.
- Introduce new tools, processes, and teams to expand support capabilities.
- Partner with R&D, Delivery, and Customer Success to strengthen cross-functional processes.
Requirements
- 8+ years in technical support, professional services or other relevant fields
- 5+ years managing multi-tier support teams in B2B tech (growth-stage preferred)
- Experience in either Healthcare IT or Enterprise AI software
- Proven ability to build and scale support or NOC organizations.
- Proficiency with tools such as Salesforce, PagerDuty, Zendesk, ServiceNow.
- Experience leading global teams, ideally across the US and Israel.
- Track record working with enterprise customers; healthcare background a plus.
- Knowledge of on-prem data centers, cloud computing, IT integrations, and AI analytics.
- Strong analytical and communication skills.
Working at Aidoc
We’re a dynamic, collaborative and fast growing team of more than 400 global employees, committed to improving the world of healthcare. We’re looking for mission-driven people excited to do transformative work.
We have offices in Tel Aviv and New York City, but Aidoc is a remote-first workplace. We’re able to hire US-based employees across the continental United States, although certain roles may be region-specific.
What we offer:
- A range of medical, dental and vision benefits
- Stock options for all full-time employees
- 20 days of paid vacation, plus sick days and holidays
- A 401(k) plan, life insurance, plus long and short term disability
- The opportunity to directly improve medical care and impact patient outcomes
Aidoc is deeply committed to creating an inclusive and diverse workplace, and to the principle of equal opportunity for all individuals. We prohibit harassment of any type as well as discrimination based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.
