Technical Support Director

Is it possible for you to openly access your company’s financial data, or HR records? No, of course not. Did you know, however, that in hospitals across the country, any doctor, any nurse, or any person from any department with computer access can easily review your healthcare information? I know what you're thinking, and you're correct. Yes, that is a privacy violation; and there were 40 million of these breaches in 2020 alone. Crazy, right? This is the problem smart engineers can solve.

The Protenus Healthcare Compliance Analytics platform is powered by artificial intelligence (AI) that ingests robust, unique data feeds to provide visibility into potential patterns of suspicious behavior that may otherwise go unnoticed. Our AI and advanced analytics empowers subject matter experts to mitigate and ultimately reduce organizational risk  — whether it's an employee improperly accessing patient records, or a clinician diverting medications — in an efficient, accurate and scalable manner. If the opportunity to thwart these bad actors doesn’t excite you, maybe the opportunity to serve on a team filled with other engineers who do different work than you, and together, you will collaborate and influence the end result of this cutting edge technology, will do the trick.

As we continue to grow and scale, making sure our technology services and infrastructure is operating at peak performance is no easy feat. We are looking to welcome a new Technical Support Director onto our team to help support our customers as we develop a new microservice platform within AWS. This role will be responsible for building, developing, leading, and inspiring a newly formed technical support team.

The ideal candidate will marry strong leadership, technical knowledge, a solid operational mindset, and a passion for customer service to lead critical customer-facing teams and contribute to the overall success of the organization. Success in this role is measured by SLAs governance, ticket response & resolution times, customer satisfaction scores, and manager competency scores.

• Lead the Technical Support team to success by setting the strategy, prioritizing team goals, and monitoring results. 
• Growing, mentoring and developing a world class team through hiring, training, and performance management.
• Ensure all customer issues are diagnosed and addressed in a timely manner, in accordance with Service Level Agreements (SLAs). 
• Maintain a set of metrics that track progress of case management (# of cases in each level, time to resolution, escalation), customer satisfaction, etc
• Lead a team in the timely resolution of technical and application issues
• Interface with customers to troubleshoot access and data delivery issues, and issues with the Protenus user interface.
• Document troubleshooting steps taken and escalate customer issues when appropriate. 
• Document bugs and enhancement requests reported by customers in the JIRA ticketing system. 
• Participate in testing and QA of the product before major feature releases. 
• Provide regular and ad-hoc reports and analysis of customer support ticket metrics. 
• Participate in improving support workflows and procedures in the Help Desk software used by customers and the Customer Experience Team. 
• Work with Customer Success Managers to mitigate potential risks to a customer relationship before they become an issue. 
• Partner with Customer Experience and Product to build to and/or maintain Best in KLAS customer support in all relevant areas of Healthcare Compliance Analytics.
• Build meaningful, effective relationships with our customer base and represent the maturing needs of our end users through product development input, technical support and help center resources, and other customer engagement initiatives.
• Reduce operational overhead and reduce errors through QA procedures, technology enhancements, and automations.
• Architect the Technical Support team, processes, and tools to scale in support of our revenue and product ambitions, including striking the right balance of hands-on services and self-services offered to our customer segments.

• 7+ years working developing and leading technical support teams in a healthcare SaaS company
• Experience with command-line interfaces and basic scripting language
• Experience with Java and Python (Scala a bonus)
• Able to interpret logs and error messages
• Ability to think creatively about ways to solve customer problems and increase the level of satisfaction over time 
• Strong communication skills (written and verbal) to articulate complex technical concepts to a wide variety of audiences
• Healthcare experience preferred (Healthcare data, Healthcare systems)
• Capacity to collaborate across engineering teams to resolve issues
• Enjoys working in a fast-paced, dynamic environment and delivering results on time; able to prioritize effectively
• Proficiency with performing data analysis using non-relational database systems (e.g. mongoDb)
• Basic proficiency with programming languages such as Java, Scala, and Python to enable effective troubleshooting and identifying defective code.

Location: Anywhere within the United States. We are a virtual first organization.

Sponsorship: We are unable to offer visa/green card sponsorship at this time.

About Protenus

Our HQ is located in the Fells Point area of Baltimore, MD. We love our office and hope you will too, but we won't require you to work from there. We made the decision to be a "virtual first" organization in early 2021. Even after COVID is a thing of the past, we will remain virtual first. If you live in the area and would like to come in, great! If you are in town to meet with your team, even better! We welcome you (and dogs) anytime. We operate with "big person rules" and let you make the decision about what works best for you, your life and your family. Results > Location