RapidAI is transforming clinical decision-making with the world’s most advanced AI-driven imaging and care coordination solutions. RapidAI empowers care teams with the deepest clinical insights to accelerate diagnosis, streamline workflows, and improve patient outcomes. Running on the secure and scalable Rapid Edge Cloud, RapidAI solutions drive efficiency, enhance collaboration, and enable faster, more confident treatment decisions. Trusted by hospitals worldwide, RapidAI is setting new standards for coordinated, life-saving care by helping hospitals do and see more with ease.

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. o 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. o 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.
- Experience: 7+ years of overall technical experience, with significant time in customer facing technical support and resolving complex issues. o 3-5 years of direct development experience or deep technical troubleshooting requiring code-level understanding. o Proven experience with AWS, Kubernetes, and VMware.
- Hands on experience with Java, Golang or any programming language o Hands-on experience with Python and Bash scripting for advanced troubleshooting and automation. o 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

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.

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