Practice Support Manager, Remote

4+ years of experience as a Technical Support Manager in a healthcare or technology setting. Strong leadership and communication skills. Experience leading a team and managing team performance. Demonstrated experience in a technical operations role with a deep understanding of Incident Management frameworks. Proven ability to define, implement, and manage SLAs. Hands-on experience with enterprise monitoring and alerting systems (e.g., Datadog, PagerDuty). Experience creating and maintaining operational runbooks and documentation. Competency in healthcare data standards (e.g., HL7 SIU/ADT, HIPAA X12 837, or CCDA). Experience with building or supporting interfaces in the Mirth interface engine. Proficiency in constructing new and complex SQL queries for troubleshooting and analysis. Proven experience using Python, AWS CLI, and Bash.

Lead and develop a support team, driving performance and accountability. Manage incident management lifecycle from alert to post-mortem. Oversee Service Level Agreements (SLAs). Optimize monitoring systems using tools like Datadog and PagerDuty. Act as an escalation point for complex technical issues. Manage configuration changes in the Mirth interface engine. Lead initiatives to enhance support operations efficiency and effectiveness. Identify and implement automation opportunities. Report on support operations to leadership.