Job Description

As a Support Manager, you will lead a technical support team to ensure the seamless operation of the Aledade App and its data interfaces. This role involves people management, hands-on problem-solving, overseeing SLAs, managing ticket lifecycles, and optimizing systems. The position requires a candidate comfortable working remotely within the US.

Responsibilities

• Lead and develop a support team
• Monitor team KPIs and provide feedback
• Onboard and mentor team members
• Optimize team operations
• Oversee SLAs
• Manage incident lifecycle
• Develop and maintain runbooks
• Optimize monitoring systems
• Serve as escalation point
• Manage Mirth Interface Engine
• Drive support program initiatives
• Identify and implement automation opportunities
• Provide leadership updates

Requirements

• 4+ years of experience as a Technical Support Manager in healthcare or technology
• Strong leadership and communication skills
• Experience leading a team
• Experience in technical operations with Incident Management frameworks
• Ability to define and manage SLAs
• Experience with monitoring systems (Datadog, PagerDuty)
• Experience creating runbooks and documentation
• Competency in healthcare data standards (HL7, HIPAA)
• Proficiency in SQL
• Experience with Python, AWS CLI, and Bash

Benefits

• No benefits