Senior Manager, Technical Solutions & Support Engineering

Role Leadership and Escalation Management:

• Lead a distributed technical support team, defining role clarity and setting expectations for quality and client communication.
• Personally engage in high-impact escalations involving healthcare data standards, APIs, and client integrations.

Process and Model Development:

• Build the support operating model, creating intake rules, handoff gates, and a business-impact-based triage system.
• Partner with cross-functional teams to clarify post-go-live ownership, warranty boundaries, and escalation risk management.

Monitoring and Systems Improvement:

• Build dashboards to monitor ticket volume, resolution times, escalations, and operational signals indicating client risk.
• Lead practical AI adoption and build AI-ready knowledge infrastructure to improve triage, documentation, and repeat-issue deflection.