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: 

• 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. 

• 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. 

• 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.