Technical Services and Implementation Contractor

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.

POSITION DUTIES AND RESPONSIBILITIES:

Technical Services:

• Deploy, install, and troubleshoot platform of clusters in Kubernetes, Docker, and Linux-based systems environments.
• Perform installation of Edge Cloud platform using various deployment methods, such as using Spectro Cloud, Air Gapped Solution, Azure based, and others.
• Troubleshoot complex infrastructure and network issues; utilize tools like Wireshark to identify and resolve performance bottlenecks.
• Support edge computing platforms and work closely with the Applications Team to understand how infrastructure choices impact personas, workflows, and integrations.
• Collaborate with Technical Support and Engineering teams to reproduce, triage, and resolve customer issues across infrastructure layers.
• Use emerging technologies, including Artificial Intelligence-driven tooling, to enhance observability, productivity, and scalability of platform operations.
• Contribute to the evolution of a customer-obsessed culture by mentoring and developing junior engineers and platform specialists.
• Perform user management tasks, like creating and managing users.
• Perform Active Directory (AD) integration using Okta.
• Write scripts to automate repetitive tasks.

Implementation/Project Management:

• Project Leadership: Schedule and facilitate comprehensive project kickoff and progress alignment meetings for both commercial and research sites.
• Data & Documentation Management: Track, document, and centralize critical site architecture and deployment data to ensure seamless commercial and research implementations.
• Account Management: Serve as the primary, high-touch liaison between clients and the RapidAI internal teams to ensure milestones are met and projects remain strictly on schedule.

Technical Support & Configuration:

• Provide foundational technical troubleshooting and support, including verifying test scan processing and collaborating with sites to configure baseline scanner protocols.
• Deployment & Readiness: Coach and prepare client sites for seamless system deployment, managing end-to-end go-live readiness.
• Training & Enablement: Coordinate and deliver targeted user training and post-implementation follow-up sessions to drive platform adoption.
• Client Relationship Management: Cultivate strong client relationships by delivering exceptional, responsive customer service and ensuring a premium user experience.

Performance Optimization:

• Conduct regular cadence reviews with customers to evaluate platform utilization, system performance, and operational health.

Growth & Expansion:

• Partner with account teams to analyze utilization data, identifying targeted opportunities for upselling, account expansion, and strategic growth.

Product Advocacy:

• Actively communicate new product releases, feature updates, and continuous educational opportunities to existing accounts.

Regional Responsibilities:

• Working with Distributors (Server Procurement & Installation)
  • Regional Vendor Management: Partner directly with regional APAC distributors to clearly communicate technical specifications, hardware requirements, and capacity needs for server procurement.
  • Deployment Oversight: Coordinate closely with APAC partners to manage the logistics, scheduling, and execution of local server installations, ensuring compliance with global deployment standards.
  • SLA & Compliance Alignment: Collaborate with international distributors to monitor procurement timelines, navigate regional supply chain constraints, and guarantee hardware readiness meets project go-live dates.

EDUCATION, EXPERIENCE, AND QUALIFICATIONS:

• Bachelor’s in Computer Science, or equivalent.
• Fluency in English and Mandarin are required
• Solid experience in technical implementation & project management
• 3-5 years of hands-on experience with Amazon Web Services (AWS)
• 3-5 years working with Kubernetes, Docker, and container orchestration.
• Strong background in virtualization: VMware, Nutanix, Hyper-V.
• Experience with cloud-native storage technologies (e.g., Rook/Ceph).
• Proficient in Python scripting for automation and tooling.
• Demonstrated expertise in infrastructure as code using tools like Terraform and Ansible.
• Experience with network troubleshooting and diagnostic tools.

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.