Technical Support Engineering Manager

📋 Description

• Lead a hands-on Support Engineering team as a player-coach
• Define playbooks, triage processes, and technical standards from scratch
• Scale the function to support Vision, Iris, and RCM products
• Own SLA performance and roadmap for AI-assisted triage tooling
• Collaborate with Engineering, Customer Success, and onboarding teams
• Drive a culture of ownership, urgency, and clear customer communication

🎯 Requirements

• 2–3 years of people management in technical support or field engineering
• Comfort being the most technical person in the room (logs, integration issues)
• Ability to build trust with clinicians, IT teams, and ops leaders
• Experience deploying or evaluating AI tooling in support/ops context
• Experience with cross-functional collaboration and clear communication
• Strong incident handling and process-improvement mindset

🎁 Benefits

• Competitive compensation and equity
• Hybrid workplace with in-person hubs and remote work options
• 401k with matching
• Medical, Dental and Vision coverage
• Life and AD+D Insurance
• Paid parental leave and learning stipend