Implementation & Support Lead

The Implementation & Support Lead owns and drives the technical execution of client onboarding, implementation, and post–go-live support for RADPAIR’s AI-powered radiology platform. This role sits within the Implementation & Support function and serves as the primary lead for client deployments, integrations, and adoption support.

Implementation & Support Leads work directly within client environments to ensure smooth integrations, rapid issue resolution, and successful product adoption. The role requires close collaboration with Engineering, Implementation & Support, and Operations to translate real-world client needs into reliable deployments and continuous product improvement.

Key Responsibilities

Client Implementation

• Own and drive the technical execution of client implementations from kickoff through go-live and stabilization.
• Work closely with internal teams to configure and deploy solutions aligned with client workflows, technical environments, and interoperability requirements.
• Identify and escalate technical or process-related roadblocks, ensuring resolution with minimal impact to timelines.
• Support integrations with RIS, PACS, EHRs, and other third-party systems in collaboration with Engineering.
• Ensure implementations meet defined success criteria for performance, reliability, and client readiness.

Client Support

• Provide hands-on technical and operational support to clients.
• Serve as the primary technical escalation point for implementation- and integration-related issues within defined support workflows, driving timely resolution to minimize client disruption and ensure continuity of clinical operations.
• Troubleshoot workflow, configuration, integration, and environment-specific challenges.
• Coordinate with Engineering to triage bugs, manage technical escalations, and communicate resolution timelines.
• Proactively monitor technical health during onboarding and early adoption.
• Document issues, resolutions, and recurring support patterns to improve platform reliability and support efficiency.

Training & Enablement

• Develop, adapt, and maintain client-facing documentation, guides, and training materials.
• Deliver client training sessions tailored to radiology workflows and technical environments.
• Support ongoing enablement efforts to ensure sustained adoption and effective platform use.

Cross-Functional Collaboration

• Collaborate with cross-functional teams to ensure alignment between client expectations, project plans, and technical delivery.
• Partner closely with Engineering, Implementation & Support, and Operations to surface technical feedback, implementation learnings, and support insights.
• Contribute to continuous improvement of implementation processes, tooling, and internal playbooks.

Qualifications

Required:

• 4+ years of experience in implementation, deployment, integration, or client-facing technical roles within SaaS, healthcare IT, or enterprise software.
• Hands-on experience working with healthcare or enterprise system integrations.
• Experience supporting clients through post–go-live stabilization and ongoing technical support.
• Proven ability to manage multiple concurrent client engagements in a fast-paced environment.
• Experience collaborating with Engineering and Product teams to resolve technical issues.
• Excellent communication, organization, and interpersonal skills.
• Comfortable working in a fast-paced startup environment with shifting priorities.
• Proficient in project management tools such as Linear, Asana, Jira, Trello, or similar platforms.

Preferred:

• Background in radiology operations, imaging informatics, or clinical imaging, such as RIS/PACS administration or prior clinical experience (e.g., CT, MRI, ultrasound, or radiologic technologist).
• Strong understanding of HL7, DICOM, FHIR, or other healthcare interoperability standards.
• Bachelor’s degree in Computer Science, Health Informatics, Business, or a related field.
• Demonstrated experience in designing and delivering client training programs, including curriculum development, documentation, video tutorials, and other instructional materials.
• PMP or other relevant certification.
• Experience working with globally distributed teams.