Technical Support Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and sustain the complete technical infrastructure stack for support operations, encompassing RESTful API integrations, webhook management, and event-driven data flow across platforms such as Zendesk, Linear, Monday.com, and BetterStack.

• Oversee database-level troubleshooting and telemetry analysis in collaboration with Core Engineering.

• Create and implement automated incident response pipelines, multi-tiered escalation procedures, and real-time SLA telemetry systems.

• Monitor MTTR, system uptime, and operational error budgets.

• Develop and deploy automation pipelines driven by LLM utilizing n8n, Glean, and the Claude API for payload validation, log parsing, and context enhancement.

• Act as the final escalation point for high-severity integration failures, API payload issues, and network layer dropouts.

• Produce diagnostic runbooks, API failure trees, and system topology documentation.

• Construct analytics dashboards and perform root-cause analysis on systemic platform failures.

• Directly supervise and enhance the skills of 2–4 Technical Support Engineers.

• Establish quantitative engineering benchmarks and technical proficiency goals.

• Conduct one-on-one meetings, architectural walkthroughs, and technical development planning.

• Serve as a liaison among Support Operations, Core Platform Engineering, Product Management, and Solutions Architecture.

• Convert support telemetry into bug reports, feature requests, and resilience specifications.

• Facilitate technical enablement sessions and champion platform stability and API backward compatibility.

⛳️ Requirements

• 5–7 years of experience managing highly technical support teams in a SaaS or healthtech setting.

• Preference for candidates with startup experience.

• Profound expertise in Zendesk.

• Strong familiarity with Linear, Monday.com, HubSpot, BetterStack, and other CRM/integration platforms.

• Experience in radiology or other healthcare technology is a significant advantage.

• Practical experience with automation tools like n8n, Zapier, or similar platforms.

• Demonstrated success in designing and managing cross-functional systems and workflows.

• Experience in implementing or utilizing AI tools to enhance operational efficiency and their deployment.

• Proven people management skills along with systems/operations ownership.

• Capability to operate at both strategic and tactical levels, from overarching architecture to specific platform configurations.

• Exceptional stakeholder management skills for both technical and non-technical audiences.

• Experience supporting go-live operations and onboarding of enterprise customers is a strong plus.

• Must possess authorization to work lawfully in the US.

🏝️ Benefits

• Comprehensive Medical, Dental, Vision & Life insurance.

• HSA (with employer match), FSA, & DCFSA.

• 401(k).

• 11 Paid Company Holidays.

• Flexible PTO policy.

• Annual company-wide offsite.

• Periodic team offsites.

• Annual equipment stipend.

• Equity.