Junior Technical Support Engineer

Junior Technical Support Engineer

16 Bit Inc. | Toronto, ON | Remote (GTA preferred)

About 16 Bit

16 Bit's mission is to create trusted medical AI software that reveals hidden information to enable smarter care, seamlessly and at scale. Our flagship product, Rho, is the world's first AI of its kind to be authorized by Health Canada, FDA, EU, TGA, and HSA for opportunistic screening of osteopenia and osteoporosis from routine x-rays. Rho has already screened over 700,000 Canadians, with the live count visible on our website.

Our team is small by design. It includes founding radiologists with computer science and engineering backgrounds, senior engineering talent, and a research and regulatory lead who drives our publications and clearances. We are profitable, we ship deliberately, and we use AI extensively to stay lean. We hold each other to a high standard. We are looking for someone who meets or exceeds it.

The role

Our products run in demanding environments. Rho Enterprise is deployed on-premise at hospital and imaging sites globally on locally installed Kubernetes clusters, often behind heavily restricted networks. Physis (cloud-based bone age assessment) and Rho Direct (cloud-hosted Rho) run on AWS. Keeping these deployments healthy, and getting new ones live, is a top priority to ensure we help as many patients as possible.

We are hiring a Junior Technical Support Engineer to become the first line of technical support for our customer sites and a hands-on contributor to new deployments. This is a learn-by-doing role with direct mentorship from the team. The right person will grow quickly into someone who can independently take a site from kickoff call to a healthy production install, independently troubleshoot customer support tickets, and contribute to our product via assigned coding tasks.

What you will own

Customer support and triage. Serve as the first responder for technical issues reported by customer sites: investigating alerts, reviewing logs, reproducing problems, resolving what you can, and escalating cleanly with a well-documented picture of what you found. Communicate clearly and professionally with hospital IT teams, PACS administrators, and clinical staff.

Deployment assistance. Support new Rho installations and version upgrades at customer sites: preparing servers, running install scripts, verifying connectivity through restrictive hospital firewalls, importing container images at air-gapped or network-limited sites, and validating that services come up healthy.

Monitoring and site health. Watch fleet-wide monitoring and alerting (Prometheus, Grafana, Loki) across deployed sites, respond to alerts, and help maintain the runbooks that make the next incident faster to resolve.

Integration troubleshooting. Assist in diagnosing medical imaging and messaging integrations - DICOM connectivity (PACS, modality worklists, Orthanc) and HL7/API interfaces with hospital systems. No prior healthcare experience required; we will teach you, and this is one of the most valuable skill sets you will build here.

Documentation. Keep installation guides, troubleshooting runbooks, and site records accurate and current. In a regulated medical device environment, clear documentation is part of the job, not an afterthought.

What may grow into the role

16 Bit is small and our scope flexes. Depending on your interests and growth, this role can expand into:

• Deployment ownership: independently leading installs and upgrades at customer sites end to end.
• Infrastructure engineering: deeper Kubernetes, networking, and AWS work, including tooling and automation that makes deployments more repeatable.
• Product contribution: fixing bugs and contributing to the product itself in Python and JavaScript.

We are not asking for fluency in all of these on day one. We are asking for someone who is curious, willing to learn, hard-working, and comfortable with a role that will evolve.

What we are looking for

• 0 to 3 years of experience in technical support, IT operations, DevOps, or software engineering (co-op, internship, and homelab experience all count).
• Proficient in Linux: navigating a shell, reading logs, editing configs, basic scripting (Bash or Python).
• Comfort with at least some of: Docker or containers, Kubernetes, networking fundamentals (DNS, TLS, firewalls, ports), SQL, or AWS. You do not need all of them.
• Strong troubleshooting instincts: forming hypotheses, isolating variables, and knowing when to dig deeper versus when to escalate.
• Clear, direct writing. Ticket updates, customer-facing email, and Slack replies handled with the same care.
• Patience and professionalism when working with non-technical customer contacts, sometimes under pressure.
• Someone detail-oriented, self-motivated and disciplined to produce exceptional quality work in a remote work environment.
• Genuine alignment with the mission. We are identifying patients who would otherwise be missed.

What we do not require

• Healthcare or medical imaging experience. DICOM, HL7, and PACS can be learned, and we will teach you.
• Deep Kubernetes expertise. If you understand containers and are eager to go deeper, we will support the rest.

Logistics

• Location. Fully remote. We are Toronto-based and prefer candidates in the GTA so you can join us for company socials and occasional in-person working sessions. We are open to outstanding candidates elsewhere.
• Compensation. Competitive base and meaningful equity with benefits. Specific ranges are based on the qualifications of the candidate.
• Timeline. We are not in a hurry. We are looking for the right person, not the fastest hire. Expect a thorough process focused on technical depth and cultural alignment.

Our values

These are the values we use when making decisions:

• Quality. We hold ourselves to the highest standard in clinical data, product design, and user experience.
• Innovation. We lead through medical and technical excellence to chart a path toward a better future for patients.
• Elegance. We leverage deep healthcare knowledge to create simple and effective solutions.
• Trust. We earn trust through integrity, reliability, and sound evidence.

If those resonate, we would like to hear from you.

How to apply

Send a short note about why this role interests you and why you are a great fit, along with your CV and LinkedIn, to [email protected].