Elite Support Manager – Persivia USA

Persivia; Marlborough (MA); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading healthcare technology company is looking for an Elite Support Manager to lead their global support team. This role demands exceptional leadership and technical skills to ensure the delivery of high-quality support. The candidate will manage support operations for U.S. and Middle Eastern customers and create a culture of excellence within the support team. Applicants should have extensive experience in technical support, strong SQL skills, and an ability to manage high-pressure situations effectively. This position is located on-site in Marlborough, MA, with global collaboration opportunities.

Qualifications

• 7+ years in technical/product support or operations, with 3+ years in a leadership role.
• Strong SQL and debugging skills.
• Experience in healthcare data or regulated technology preferred.

Responsibilities

• Lead the support team for U.S. and Middle East customers.
• Manage 24/7 support coverage across U.S. and MENA time zones.
• Drive rapid root-cause analysis for complex issues.

Skills

Technical support

Leadership

SQL expertise

Analytical mindset

Customer communication

Job description

Join our group of accomplished leaders in the healthcare sector and contribute to shaping the strategic course of our organization.

• Persivia Inc
• Marlborough, MA

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

• 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 an elite culture of speed, accuracy, accountability, and technical excellence.

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.
• Create SLAs to prevent recurrence of issues.

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.

Operational Excellence

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

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.
• 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, with 3+ years in a leadership role.
• Strong SQL and debugging skills.
• Experience in healthcare data, interoperability, or regulated technology 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 organizations 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.

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Job Overviews

Location:

Full‑Time, On‑Site with Global Collaboration (Boston + Riyadh)