Manager, Support Engineering

In this role, you will:

• Lead and manage a team of support professionals responsible for resolving client incidents, service requests, and technical and application-related issues.
• Provide day-to-day leadership, coaching, and direction to ensure consistent delivery of high-quality customer support across phone, ticketing, and other electronic communication channels.
• Oversee the investigation, troubleshooting, documentation, and resolution of client issues, ensuring appropriate prioritization and timely resolution.
• Manage complex and escalated client issues, providing guidance to team members and coordinating with internal teams and customer stakeholders as needed.
• Monitor team workload, support queues, service levels, and operational priorities to ensure effective resource allocation and achievement of support objectives.
• Guide team members in troubleshooting front-end application issues, including workflow analysis, application functionality validation, and the effective use of troubleshooting tools and knowledge resources.
• Provide oversight and guidance for back-end troubleshooting activities, ensuring technical actions are performed appropriately and in accordance with established processes and access requirements.
• Ensure support requests and client interactions are accurately and thoroughly documented throughout the support lifecycle.
• Identify trends, recurring issues, and opportunities to improve support processes, operational efficiency, and the overall client experience.
• Partner with internal technical, engineering, product, and operational teams to drive resolution of complex issues and improve support outcomes.
• Establish clear expectations and hold team members accountable for performance, quality, responsiveness, and customer service.
• Coach and develop team members through regular feedback, performance discussions, career development, and ongoing learning opportunities.
• Foster a collaborative, inclusive, and customer-focused team environment that encourages knowledge sharing, problem-solving, and continuous improvement.
• Communicate team performance, operational risks, client concerns, and emerging support trends to leadership and relevant stakeholders.
• Ensure team compliance with HIPAA, PECA, CHIA, Oracle Health policies, customer security requirements, and applicable support procedures.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Technology, or a related field.
• 6+ years of professional experience in technical support, customer service, healthcare technology, support engineering, or a related field.
• 3+ years of people leadership, supervisory, or team lead experience in technical support, customer support, or service environment.
• Experience leading teams in a call center, service desk, or other high-volume technical support environment.
• Demonstrated ability to manage escalations, prioritize competing demands, and drive complex issues through resolution.
• Strong understanding of technical troubleshooting and the ability to guide team members through application and technical support issues.
• Experience coaching and developing team members, providing performance feedback, and driving accountability for individual and team results.
• Strong customer service, communication, leadership, problem-solving, and decision-making skills.
• Ability to collaborate effectively with customers, technical teams, cross-functional partners, and senior stakeholders.

• Ability to analyze support trends and performance metrics to identify opportunities for operational and customer experience improvements.

  Schedule Expectations

Candidates must be available to support one of the following Central Time (CT) schedules:

5-5-4 Schedule Options

Day Shift

• 7:00 AM – 7:00 PM CT

Night Shift

• 7:00 PM – 7:00 AM CT

Monday–Friday Schedule Options

• 8:00 AM – 5:00 PM CT
• 9:00 AM – 6:00 PM CT