Technical Support Team Lead

📋 Description

• Lead a team of technical support specialists supporting healthcare providers, health systems, and
• Own the support function end-to-end for VBC: ticket workflows, escalation paths, SLA adherence, and
• Develop and implement strategies that fit provider workflows and value-based care environments
• Troubleshoot software systems, integrations, and data issues—diagnose before escalating.
• Work with or support EHR-integrated products (Epic, Cerner, athenahealth, etc.).
• Thrive in a player/coach role: jump into tickets while designing systems to reduce future load.

🎯 Requirements

• 3 to 5 years as a technical support engineer inside a fast-paced SaaS company.
• Experience leading a technical support team with tangible outcomes (SLA improvements, reduced
• Fluent in software troubleshooting and installations; ability to diagnose before escalation.
• AI-native operator who embeds AI and automation into support workflows; owns strategy for replacing
• Strong written and verbal communicator for internal and external audiences.
• Digital health or EHR experience is a real advantage; bonus: hands-on experience with CoralLogic

🎁 Benefits

• Comprehensive benefits from day one
• Reports to VP Network Success, transitioning to a segment GM as the team scales