Elite Support Manager - Persivia USA

Mass Digital Health; Marlborough (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Mass Digital Health in Marlborough, Massachusetts, is seeking an Elite Support Manager to lead technical support for global healthcare customers. This role demands over 7 years in support or operations with a focus on healthcare technology. The manager will ensure responsiveness, operational excellence, and team development. Key responsibilities include managing SLAs, driving customer trust, and supporting national-scale healthcare initiatives. Join us to power a strategic and proactive support vision.

Qualifications

• 7+ years in technical/product support or operations, 3+ years in a leadership role.
• Experience in healthcare data, interoperability, or regulated tech preferred.
• Proven ability to lead support orgs with SLAs above industry benchmarks.

Responsibilities

• Lead the support team for U.S. and Middle East customers.
• Ensure tickets are resolved fast, correctly, and permanently.
• Build and mentor a high-performing support engineering team.

Skills

Technical support experience

SQL and debugging skills

Strong analytical mindset

Excellent communication skills

Leadership experience

Tools

AI-driven healthcare platforms

Monitoring tools

Job description

Role Overview

The Elite Support Manager is a mission‑critical leadership role responsible for ensuring Persivia’s global customers health systems, ACOs, payers, governments, and large provider groups, receive world‑class, high‑touch, high‑velocity technical and product support. This leader owns uptime, responsiveness, ticket quality, SLAs, and the end‑to‑end support experience for Persivia’s AI‑driven healthcare intelligence platform.

This role requires exceptional communication, technical depth, customer empathy, operational rigor, and the ability to lead teams that outperform routine customer support.

Key Responsibilities

1. Global Support Leadership

• Lead the support team for U.S. and Middle East customers.
• Own SLAs, KPIs, escalations, response quality, and customer trust.
• Manage 24/7 support coverage across U.S., and MENA time zones.
• Build elite culture of speed, accuracy, accountability, and technical excellence.

2. Technical & Product Expertise

• Develop deep knowledge of Persivia products: CCM, TCM, RPM, VBC, Data Analytics, Care Management, Quality, Cohort Builder, Microservices, AI Agents.
• Drive rapid root‑cause analysis for complex issues involving data ingestion, clinical logic, APIs, AI modules, workflows, and integrations.
• Ensure tickets are resolved fast, correctly, and permanently.
• Comes up with SLAs to prevent reoccurrence of issues.

3. Cross‑Functional Collaboration

• Work with Engineering to triage defects, prioritize fixes, and validate releases.
• Work with Product to channel customer feedback into feature improvements.
• Work closely with the Product, Dev and the QA team to ensure all new products have appropriate Monitoring Dashboards and Metrics.
• Communicate clearly with clinical, customer success, and implementation teams.

4. Operational Excellence

• Create dashboards for SLA monitoring, productivity, ticket flow, and incident trends.
• Build SOPs, playbooks, escalation pathways, and severity models.
• Ensure our Quarterly metrics are showing consistent and significant improvements.
• Ensure world‑class documentation, troubleshooting guides, and internal knowledge bases.
• Lead post‑mortems, RCA reports, and incident prevention planning.

5. Customer Communication & Relationship Management

• Act as the face of Persivia support for executives and operational leaders at client organizations.
• Set communication standards for clarity, professionalism, and empathy.
• Ensure customers always feel informed, supported, and prioritized.

6. Team Leadership & Development

• Build and mentor a high‑performing support engineering team.
• Train staff on product knowledge, clinical logic, SQL/debugging skills, and communication excellence.
• Motivate and retain elite talent aligned with Persivia’s high‑performance culture.

Required Qualifications

• 7+ years in technical/product support or operations, 3+ years in a leadership role.
• Strong SQL and debugging skills.
• Experience in healthcare data, interoperability, or regulated tech preferred.
• Excellent communication with U.S. customers and executive stakeholders.
• Strong analytical mindset and ability to manage high‑pressure situations.
• Proven ability to lead support orgs with SLAs above industry benchmarks.

Preferred Experience

• Prior experience supporting healthcare platforms (EHR, population health, quality, claims, AI, or analytics).
• Exposure to HL7, FHIR, claims (837/835), CCM/TCM/RPM, HEDIS, and VBC models.
• Familiarity with cloud platforms, microservices, API debugging, and monitoring tools.

Why This Role Is Elite

The Elite Support Manager drives customer trust, platform stability, and operational excellence. This leader protects Persivia’s reputation globally, ensures product reliability, and enables national‑scale healthcare transformation efforts in the U.S. and Saudi Arabia. Support at Persivia is not reactive, it is strategic, proactive, and central to our growth loops.