Production Support
4 days ago
Support Lead - Production Support (Healthcare Platform)
Experience Level: 15+ Years
Employment Type: Full-Time
About the Role:
We are seeking a proactive and technically adept Support Lead Production support to oversee customer support operations for our enterprise-grade B2B platform serving healthcare clients. This role is pivotal in managing escalations, driving resolution of complex issues, and ensuring a seamless post-implementation experience. You will work closely with implementation, engineering, and product teams to deliver exceptional customer satisfaction in a regulated, mission-critical environment.
Key Responsibilities:
- Lead the technical support function for enterprise healthcare clients using our SaaS platform.
- Build and lead a scalable customer support function, starting with hands-on support and evolving into team leadership
- Own all aspects of post-implementation support for enterprise healthcare clients, including Tier 1–3 support
- Define and implement support processes, SLAs, runbooks, escalation workflows, and knowledge base content
- Act as the primary point of contact for critical client issues, managing communications and resolutions
- Collaborate with Implementation Technical Leaders to ensure smooth handoff from onboarding to support
- Work closely with engineering teams to triage, troubleshoot, and resolve platform issues
- Develop and maintain support playbooks, runbooks, and knowledge base articles
- Monitor support metrics (e.g., response time, resolution time, CSAT) and drive continuous improvement
- Ensure compliance with healthcare data regulations (e.g., HIPAA) in all support processes
- Coordinate incident response, root cause analysis, and postmortems for critical issues
- Mentor and guide support engineers and specialists, fostering a culture of ownership and excellence
- Provide feedback to product and engineering teams based on recurring issues and customer pain points
- Hire, mentor, and manage a team of support engineers and specialists as the function grows
- Drive the adoption of tools and systems (e.g., ticketing, observability, CRM) that support scale and efficiency
Required Skills & Qualifications:
- 15+ years of experience in technical support, customer success, or solution engineering roles
- Strong understanding of .NET-based platforms, SQL Server, and Azure cloud services
- Proven ability to manage high-pressure escalations and communicate effectively with stakeholders
- Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management)
- Strong analytical and troubleshooting skills, with a customer-first mindset
- Ability to work cross-functionally and influence without direct authority
- Strong customer empathy and a track record of building trust and satisfaction with enterprise clients
Nice to Have:
- Exposure to Databricks, feature flagging tools (e.g., Flagsmith), and observability platforms
- Experience with legacy system support and migration-related troubleshooting
- Familiarity with frontend technologies like Angular for UI-level issue resolution
- Knowledge of incident management frameworks (e.g., ITIL, SRE practices)
- Familiarity with healthcare IT standards (e.g., HL7, FHIR) and data privacy regulations
- Contributions to support documentation, community forums, or technical blogs
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