Production Support - Support Lead /Manager (Healthcare Platform)

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