Job Description

Lead the Front Line. Elevate Support. Drive Real Impact.

A private equity–backed healthcare SaaS company is hiring a hands-on Technical Support Manager to lead EHR support operations and improve how support is delivered.

This role combines team leadership, client escalation management, and process improvement —with a clear opportunity to grow.

Key Responsibilities:

• Lead, coach, and develop a team of EHR Support Specialists 
• Oversee daily support operations and ensure timely resolution of issues 
• Serve as an escalation point for complex technical and client issues 
• Monitor and improve support metrics (response time, resolution time, CSAT) 
• Partner with Product, Engineering, and Implementation teams to resolve root causes 
• Improve support workflows, processes, and documentation 
• Support onboarding and training of new team members 

Qualifications:

• 5+ years in technical or application support (healthcare/EHR preferred) 
• 1–3 years in a lead or supervisory role 
• Experience with EHR/EMR systems or healthcare workflows 
• Strong experience managing escalations and customer issues 
• Familiarity with ticketing systems (Zendesk or similar) 
• Strong communication, organization, and problem-solving skills 

Why This Role:

• Private equity–backed company with a strong growth trajectory 
• High visibility across Product, Engineering, and Client teams 
• Opportunity to improve systems—not just maintain them 
• Clear path for increased responsibility and leadership growth 

Apply:

If you’re ready to lead, solve complex problems, and improve how support operates—we’d like to connect.
A BRIEF cover letter is always helpful.

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