Global Elite Support Leader – Healthcare AI Platform

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

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.