The Technical Support Engineer will translate technical issues for customers, troubleshoot and resolve complex problems, and collaborate with engineering teams in fast-paced environments.
Aidoc is recruiting a Support Specialist in the US. Join our team!
Requirements
- Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
- 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
- Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
- Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
- Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.
- Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
- Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.
Nice to Have
- Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
- Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
- Experience supporting or operating within SaaS or cloud-based platforms.
- Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.
Bonus
- Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.
- Comfort analyzing application logs, system metrics, and traces to diagnose production issues.
- Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.
- Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.
- Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.
Top Skills
Amazon Web Services
Bash
Datadog
Google Cloud Platform
Grafana
JIRA
Azure
Monday.Com
New Relic
Python
Salesforce
Slack
SQL
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
