Job Description

Overview:Position Overview:The Director of Technical Support Engineering is responsible for leading and developing a team of managers and Technical Support Engineers that provide technical support for healthcare applications. The ideal candidate will have experience overseeing customer facing support for enterprise SaaS solutions with a drive to challenge their abilities and to develop deep product expertise. As a senior leader within the team, you will utilize a wide range of technologies combined with deep knowledge of HealthEdges products to provide exceptional customer support.The Product:With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. Thats why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.Your Impact:

• Directly manage a team of 5-8 Technical Support Engineers and/or 1-3 Technical Support Engineering Managers or Team Leads.

• Be a creative, driven and supportive leader a continually driving improved service and greater operational efficiencies and performance

• Serve as an escalation point for internal/external needs that dont fit within defined processes and partner creatively with other groups in the best interest of customer happiness

• Lead, manage, and drive results in collaboration with remote team members across the US and India

• Be driven to learn and understand the business problem as well as the product problem

• Balance competing priorities internally and assist team in removing roadblocks and barriers to progress

• Manage backlog of customer issues for a given set of clients; partner with peers to balance resources and issues as needed to expedite resolution

• Identify process gap improvements and steps to avoid recurrence of problems

• Mentor team members pertaining to career development, customer support skills, technical growth, and various needs or concerns as raised by the team

• Act as a backup for the VP of Technical Support Engineering during absences with decision making and approval authority

• Conduct quarterly performance reviews that are aligned to the teams goals and work performance

• Interview and hire of new team members to scale with company growth

• Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

What You Bring:

• Bachelors degree in Computer Science, Engineering, or related field

• 10+ years of experience in technical support or related field

• 5+ years of experience in managing technical support teams

• Excellent written and oral communication skills with the ability to articulate concepts to a variety of audiences

• Comfortable communicating and driving next steps in escalated situations

• Experience leading and maintaining team engagement in a remote work environment

• Self-motivated and driven to impact change across the team

• Comfortable working in a fast-paced, changing environment

• Experience with healthcare applications, SaaS solutions, and cloud technologies

• Strong troubleshooting and problem-solving skills

• Ability to work collaboratively with cross-functional teams

• Job requires flexibility to provide 24x7 on call client support on rotational basis

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanentWork Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.#LI-Remote

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