Senior Director of Technical Customer Support
: Job Details :

Senior Director of Technical Customer Support

Aidoc is recruiting a Director of Technical Support in the United States. Join our team!

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.

Role overview

Aidoc is seeking a Senior Director of Technical Customer Support to design, scale, and lead our global support organization as we continue to grow in the healthcare AI space. This role combines strategic leadership with operational oversight, driving organizational effectiveness, customer satisfaction, and long-term scalability. The Senior Director will partner cross-functionally with Product, Sales, Customer Success, and Engineering to ensure our customers receive world-class support and value from our solutions. 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 and execute the global support strategy aligned with company objectives.
• Set and monitor KPIs/OKRs across all support functions.
• Manage support budgets and implement new tools and technologies to optimize operations.
• Build and scale global multi-tier teams (Tier 1, Tier 2, and beyond).
• Lead through reporting team leaders, overseeing hiring, onboarding, and career development.
• Plan support capacity and resource allocation to align with company and customer growth.
• Oversee day-to-day operations, ensuring SLA compliance, effective incident management, and high-quality customer interactions.
• Drive continuous process improvement through data-driven insights, customer feedback, and performance trend analysis.
• Serve as the escalation point for complex and high-impact issues.
• Actively ensure customer satisfaction at scale by maintaining strong enterprise relationships.
• Represent the support organization in customer and prospect discussions, including SLA and support strategy negotiations.
• Partner closely with Product, Sales, Customer Success, and Engineering to strengthen workflows and ensure customer needs inform product roadmaps.
• Communicate performance, initiatives, and priorities to internal and external stakeholders.

Requirements

• 8+ years of experience in technical support or related fields within B2B technology companies.
• 5+ years leading global, multi-tier support teams in growth-stage environments.
• Proven track record scaling support and/or NOC organizations.
• Strong background supporting enterprise customers; healthcare IT or Enterprise AI software experience highly desirable.
• Proficiency with enterprise support tools such as Salesforce, PagerDuty, Zendesk, ServiceNow.
• Demonstrated success leading distributed teams across geographies (US and Israel preferred).
• Solid understanding of cloud and on-premise data centers, IT integrations, and AI analytics.
• Strong analytical, problem-solving, and communication skills.
• Bachelor's degree in Sciences, Engineering, or equivalent experience.

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.

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