Bangalore, IndiaFull TimeSeniorPosted 13d ago
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.