Remote US - Technical Customer Success Associate/Manager

Description
About AIRS Medical AIRS Medical is a fast-growing healthcare technology company founded in 2018 and headquartered in Seoul, South Korea, with rapidly expanding U.S. operations. Built on the belief that technology should help prevent illness, not just treat it, AIRS Medical empowers people to live healthier, longer lives.
Our flagship solution, SwiftMR , is an FDA-cleared, cloud-based AI software that accelerates MRI scans by up to 50% without compromising diagnostic quality. Trusted by more than 350 hospitals and imaging centers across the U.S., including Lumexa Imaging, Northwestern Medicine, and MedStar Health / Georgetown University, SwiftMR enhances imaging efficiency, patient comfort, and clinical workflow.
AIRS Medical has been recognized with Frost & Sullivan’s Technology Innovation Leadership Awards (2023 and 2024) and as the winner of the Facebook AI Research and NYU Langone Health fastMRI Challenges (2019 and 2020), underscoring our leadership in deep learning and medical imaging AI.
As we continue expanding across the U.S. and globally, AIRS Medical remains committed to advancing AI and robotics innovations that enhance patient care, support healthcare professionals, and redefine diagnostic efficiency.

Requirements
Key Responsibilities
Technical Implementation (50%)
Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs
Connect SwiftMR to MRI systems and integrate it with PACS, managing network and DICOM configurations for smooth interoperability
Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity
Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities
Customer Support & Troubleshooting (50%)
Act as the primary technical resource for clients, providing application support and resolving technical issues
Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations
Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support
Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results

Qualifications
5+ years in a technical or application support role within healthcare IT.
Proficiency with TCP/IP networking and DICOM networking
Experience with MRI systems, PACS, and imaging software, with PACS support experience highly desirable
Strong problem-solving skills, with the ability to independently diagnose and resolve complex technical issues
Excellent communication skills, with a client-focused approach and the ability to explain technical concepts to non-technical users
Preferred Experiences (Nice to Have)
10+ years in a technical or application support role within healthcare IT
Those with proven competencies may be promoted to an Technical Customer Success Manager job title upon final offer.
Experience implementing radiology AI software in hospital settings

Benefits
Work Conditions and Environment:
Work type: Full Time
Health Care Plan (Medical, Dental & Vision)
Paid Time Off (Vacation, Sick & Public Holidays)
Training & Development
Work from home, with occasional business travel
Collaborate with team members around the country and the world
Hiring Process:
Document Screening
Competency-based interview
Competency-based interview
Culture-fit Interview
Onboarding