Why This Role Matters

As a Clinical Support Representative, you are on the front lines of helping cancer clinics deliver safe, high-quality patient care. You will partner closely with our Technical Support, Engineering, Clinical Success, Product, and Sales teams to troubleshoot clinical software issues and ensure our customers receive timely, meaningful support.

This is a fast-paced, real-time support role where you will often be the first to encounter new clinical challenges. Your ability to think critically, stay composed under pressure, and proactively seek solutions directly impacts our customers' workflows and, ultimately, patient outcomes.

Responsibilities Include:

• Respond to customer inquiries via email, phone, and screen share regarding Radformation software
• Manage a high-volume case load (often 10-20 cases per day) while maintaining timely and meaningful customer communication
• Provide meaningful initial responses within one hour and aim to resolve cases within one business day
• Troubleshoot issues where solutions may not yet be documented, requiring critical thinking and collaboration to resolve
• Support the majority of Radformation products (excluding QuickCode and RadMachine)
• Document all customer interactions accurately in the CRM system
• Partner with the Knowledge Support team to identify educational opportunities and recurring themes
• Collaborate with Clinical Success to identify clinics that may benefit from proactive outreach or additional support
• Participate in weekly Support team meetings and cross-functional discussions

Required Experience:

• Minimum 2 years of clinical dosimetry experience using Eclipse TPS
• Strong understanding of radiation oncology treatment planning workflows (3D, IMRT, VMAT, SBRT)
• Exceptional critical thinking and problem-solving skills
• Excellent written and verbal communication skills
• Ability to remain composed and solutions-oriented in a fast-paced, high-volume environment
• This role requires consistent availability during standard working hours in a real-time support environment (fully remote but role will have a set schedule)

Preferred Experience:

• 5+ years of clinical dosimetry experience
• CMD (Certified Medical Dosimetrist) credential
• Experience using Radformation software
• Prior customer service or clinical support experience

What Makes You Successful in This Role

• Comfortable working in ambiguity where solutions may not yet be documented
• Motivated to investigate and solve problems even when the answer is not immediately clear
• Able to manage multiple competing priorities with composure
• Passionate about helping clinics improve efficiency and patient care
• Strong organizational skills and attention to detail
• Open-minded and receptive to feedback in a collaborative, cross-functional environment

AI & Hiring Integrity

At Radformation we believe AI can be an incredible tool for innovation, but our hiring process is all about getting to know you, your skills, experience, and unique approach to problem solving. We ask that all interviews and assessments be completed without tools that generate answers in real time. This helps ensure a fair process for everyone and allows us to see your authentic work. Using such tools during the process may affect your candidacy.

Benefits & Perks - What Makes Us RAD

We care about our people as much as we care about our mission. We offer competitive compensation, benefits, and the opportunity to make an impact in the fight against cancer. The salary range for this role is $120,000 - $130,000 USD base, plus bonus eligibility.

For US teammates (via TriNet):
Health & Wellness

• Multiple high-quality medical plan options with substantial employer contributions toward premiums
• Health coverage starting on day one
• Short-term and long-term disability and supplementary life insurance

Financial & Professional Growth

• 401(k) with employer match vested immediately
• Annual reimbursement for professional memberships
• Continued learning opportunities

Work-Life Balance & Perks

• Self-managed PTO and 10 paid holidays
• Monthly internet stipend
• Company-issued laptop and one-time home office setup stipend
• Fully remote work environment with virtual events and yearly retreats

For global teammates (via Deel):

At Radformation, we want every team member to feel supported, no matter where they live. For teammates outside the US, we provide benefits that align with local laws and standards, working with our Employer of Record (EOR) partners to ensure fairness and equity.