Support Lead SaaS Healthcare Platform

Job Title: Support Lead SaaS Healthcare Platform

Experience Level: 15+ Years

Employment Type: Full-Time

About the Role:

We are seeking a proactive and technically adept Support Lead to oversee customer support operations for our enterprise-grade SaaS 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

- Own and manage customer escalations, ensuring timely resolution and clear communication

- 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

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

- Familiarity with healthcare IT standards (e.g., HL7, FHIR) and data privacy regulations

- 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

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)

- Contributions to support documentation, community forums, or technical blogs.