Technical Support Engineering Manager

New

JobgetherHealthcare AI

Based in United StatesFull-TimeManager

SalaryCompetitive compensation and equity opportunities.

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Job Details

Experience: 2–3 years of people management experience
Required Skills: People ManagementStakeholder managementCross-functional collaboration

2–3 years of people management experience in technical support, support engineering, field engineering, or a closely related technical function.
Strong technical troubleshooting skills, including the ability to read logs, investigate integration failures, and diagnose configuration issues.
Demonstrated ability to build trust with customer stakeholders, including clinicians, operations leaders, and IT teams.
Experience handling difficult customer situations involving downtime, data issues, billing, or other high-impact technical problems.
Proven experience leading teams through high-stakes incidents or major customer-impacting escalations.
Experience deploying, evaluating, or managing AI-based tooling in a support or operations environment is strongly preferred.
Experience supporting sensor-based hardware or other highly technical or regulated products is an advantage.
Familiarity with Intercom is a plus.
Strong cross-functional collaboration skills, with the ability to advocate for customers while working effectively with Engineering and Product.
Clear, direct, and effective communication skills across both customer-facing and internal environments.
Comfortable operating as a player-coach who can balance people leadership with hands-on technical involvement.

Lead, coach, and develop a team of Technical Support Engineers, establishing high standards for technical depth, responsiveness, ownership, and customer impact.
Mentor team members on log analysis, configuration issues, sensor and integration debugging, technical troubleshooting, and clear communication with non-technical customers.
Build a culture of urgency and accountability, ensuring complex escalations are driven efficiently and thoughtfully through resolution.
Own team SLA performance and continuously improve the speed and quality of the customer support experience.
Develop the roadmap for AI-assisted support tooling, including evaluating and improving agentic triage solutions and internal debugging copilots.
Design repeatable triage processes, technical standards, and playbooks tailored to different customer segments and products.
Partner with Engineering to define how technical escalations are routed, tracked, investigated, and resolved.
Represent customer needs in Engineering and Product discussions, helping teams understand the support implications of technical decisions.
Lead teams through high-impact incidents and customer escalations, using lessons learned to strengthen processes and prevent recurrence.

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