About the Role
Oversee the strategic direction and daily operations of the customer support engineering function, ensuring high-quality technical support, rapid issue resolution, and continuous improvement of support processes and tools.
Responsibilities
- Manage and mentor a team of customer support engineers handling advanced technical inquiries
- Develop and implement scalable processes for troubleshooting and resolving complex software issues
- Collaborate with product and engineering teams to escalate and prioritize critical bugs
- Monitor key performance metrics related to support efficiency and customer satisfaction
- Drive root cause analysis initiatives to reduce recurring technical problems
- Ensure timely communication during system outages or service disruptions
- Oversee documentation standards for technical knowledge bases and support playbooks
- Lead incident response coordination for high-severity customer-impacting events
- Evaluate and recommend improvements to support tools and diagnostic platforms
- Establish training programs to maintain team expertise on evolving system architecture
- Partner with customer success to align technical support with client onboarding and retention goals
- Advocate for customer needs in product development discussions
- Maintain oversight of support ticket lifecycle from intake to resolution
- Implement best practices for secure handling of sensitive healthcare data
- Ensure compliance with industry regulations in all support operations
- Coordinate cross-functional efforts during major product updates or rollouts
- Develop escalation protocols for time-sensitive technical issues
- Promote a culture of accountability and continuous learning within the support team
- Analyze support trends to inform proactive system improvements
- Manage vendor relationships for third-party support technologies
Nice to Have
- Master's degree in a technical or business-related discipline
- Experience in SaaS or cloud-based software companies
- Background in software engineering or development
- Knowledge of pharmacy or prescription management systems
- Certifications in IT service management frameworks
Benefits
- Comprehensive health insurance coverage
- Dental and vision care plans
- Retirement savings with company match
- Paid time off and holidays
- Flexible work scheduling options
- Professional development opportunities
- Employee wellness programs
