ApplyTechnical Services Manager (Healthcare)
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💎 Seniority level: Manager, 5+ years
📍 Location: United States
💸 Salary: 120000.0 USD per year
🔍 Industry: Healthcare
🏢 Company: EnsoData👥 11-50💰 $20,000,000 Series A almost 3 years agoArtificial Intelligence (AI)Machine LearningAnalyticsHealth CareSoftware
🗣️ Languages: English
⏳ Experience: 5+ years
🪄 Skills: LeadershipProject ManagementPythonSoftware DevelopmentSQLCloud ComputingGCPMongoDBCross-functional Team LeadershipBusiness OperationsAPI testingReactCommunication SkillsAnalytical SkillsCI/CDProblem SolvingCustomer serviceAgile methodologiesRESTful APIsMentoringOrganizational skillsTime ManagementWritten communicationDocumentationComplianceInterpersonal skillsExcellent communication skillsAdaptabilityAccount ManagementReportingTrainingTroubleshootingActive listeningJSONRelationship managementQuality AssuranceTeam managementStakeholder managementStrategic thinkingProcess improvementTechnical supportData modelingDebuggingCustomer Success
Requirements:
- Bachelor’s degree in a relevant field (e.g., computer science, engineering, or healthcare)
- 5+ years of experience in technical services, customer support, or related fields within the healthcare or software industries
- 1+ year(s) of managing a small team
- Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)
- Experience troubleshooting and debugging web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems.
- Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them.
Responsibilities:
- Lead and mentor the technical services team, providing guidance on best practices and technical solutions.
- Act as the primary point of contact for technical inquiries and escalated, advanced support issues, ensuring timely resolution.
- Prioritize high-impact fixes that align with the Quality Management System (QMS) and business goals.
- Provide excellent customer interaction through management of integration partners and advising the Customer Success team for highest-touch customers.
- Collaborate with cross-functional teams including Regulatory and Quality to ensure we keep a focus on quality.
- Maintain documentation of processes and customer interactions ensuring compliance with industry standards.
- Responsible for after-hours escalation process and the ticket management processes as well as the monthly management report for tickets.
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