Overview  

We are seeking an experienced Manager, Technical Service and Support to lead our Tier 1 (L1) support organization. This role is responsible for managing a team that triages and resolves customer-reported issues across multiple products, ensuring timely, consistent, and high-quality service delivery. The manager will drive operational excellence by overseeing support processes, monitoring performance metrics, and fostering a customer-first culture. 
 
This role requires strong people leadership, proven experience managing frontline support teams in a fast-paced environment, and the ability to partner effectively across Product, Engineering, and Customer Success to remove roadblocks and ensure seamless resolution of client issues. Familiarity with healthcare technology or workflows is strongly preferred. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Lead, coach, and develop the Tier 1 support team, ensuring strong performance, high engagement, and a focus on continuous improvement. 

• Manage day-to-day operations of L1 support, including SLA adherence, issue triage, and escalation management. 

• Establish and refine support workflows to improve efficiency, scalability, and customer satisfaction. 

• Act as an escalation point for critical issues and ensure proper handoff to higher-tier support or engineering teams. 

• Partner cross-functionally with Product, Engineering, Customer Success, and Delivery teams to streamline communication and accelerate issue resolution. 

• Track, analyze, and report on key operational metrics (e.g., response times, resolution rates, customer satisfaction scores) to drive accountability and inform leadership decisions. 

• Serve as a trusted point of contact for key customers, developing an understanding of client workflows and ensuring their support needs are met. 

• Oversee scheduling to ensure adequate team coverage, including rotational weekend/on-call support as required. 

• Ensure team compliance with company policies and procedures, including data privacy, security, and regulatory requirements. 

QUALIFICATIONS   

• Bachelor’s degree in Computer Science, Information Systems, IT, Healthcare Informatics, or related field required. 

• 8–10+ years of progressive experience in technical support, including at least 3–5 years managing Tier 1 support teams in a multi-product environment. 

• Demonstrated ability to lead high-performing teams, including coaching, mentoring, and performance management. 

• Strong operational and analytical skills with a proven track record of improving processes and driving measurable outcomes. 

• Excellent written and verbal communication skills, with the ability to influence and collaborate across organizational boundaries. 

• Hands-on experience with support platforms, ticketing systems, and reporting tools. 

• Strong organizational skills and ability to manage competing priorities in a fast-paced environment. 

• Customer-centric mindset with a passion for delivering high-quality support experiences. 

Geographic Responsibility:  Remote US

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

#LI-Remote 

**The annual US base salary range for this position is $109,000 to $116,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.