Job Details

Description

Job Summary:

We are seeking an experienced and strategic Product Support Manager to lead our Product Support team in supporting and maintaining highly reliable, scalable, and efficient products and support systems. In this role, you will oversee the design, implementation, and optimization of our Product Support processes while driving innovation and support improvements across the organization. Leveraging tools and technologies such as Jira, SQL, Java, Sales Force, and a variety of internal systems, you will play a key leadership role in ensuring the performance and availability of mission-critical systems.

Duties/Responsibilities:

• Lead, mentor, and grow a team of Product Support Engineers, fostering a culture of collaboration, innovation, and continuous improvement.
• Collaborate cross-functionally with software development, operations, and leadership teams to establish reliability goals, incident management processes, and SLAs.
• Set strategic goals for capacity planning, performance optimization, and cost-efficient team management.
• Drive the adoption of best practices for support of highly reliable healthcare systems in a cloud-native environment.
• Evaluate and introduce new tools, technologies, and processes to continuously enhance system support and team efficiency.
• Build and maintain documentation for architecture, systems, processes, and product support management

Skills/Abilities/Experience:

• Strong leadership and mentoring capabilities to build a high-performing Product Support team.
• Expertise in developing and executing strategies for system support, product support.
• Deep understanding of cloud-native architectures, distributed systems, and infrastructure automation.
• Deep understanding of Web architectures, database solutions, and programming languages
• Ability to collaborate with cross-functional teams to align operational objectives with business goals.
• Hands-on experience supporting high-traffic Health Care Web Sites and Systems.
• Proficiency in leveraging observability and monitoring tools for proactive system health management.
• Skilled in automating deployment, escalation response, and operational workflows.
• Effective problem-solving and analytical skills to drive continuous improvements in system reliability.
• Strong communication abilities to articulate complex technical concepts to diverse stakeholders.

Minimum Qualifications:

• 8+ years of experience in Product Support, Quality Assurance, DevOps, or Infrastructure roles, with at least 3+ years in a leadership or managerial role.
• Effective communication skills and the ability to collaborate across departments and leadership levels.
• Proven expertise in designing and managing Product Support teams for HealthCare Technology Systems.
• Experience with database technologies, including SQL, ElasticSearch, Open Search, PostreSQL or Kibana.
• Experience with web development technologies including Java, Python, TypeScript, BitBucket, Git, SVN, React, Argo, K8S.
• Demonstrated success implementing and optimizing Product Support Escalation and On Call Coverage.
• Expertise in incident response, root cause analysis, and implementing preventative measures.
• Excellent leadership and team management skills, with a proven track record of mentoring and developing engineers.
• Strong problem-solving and analytical skills with a focus on automation and stability

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.

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Equal Opportunity Employer
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