Integration-Application Support Director, Remote

Aledade; Phoenix (AZ); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading healthcare technology firm is seeking an experienced Support Manager to lead a technical support team in Phoenix, Arizona. You will oversee operations, enhance customer satisfaction, and implement best practices. Qualified candidates should have over 12 years of experience, including 8 years in support management and a solid grasp of application support standards. This role offers flexibility, comprehensive benefits, and growth opportunities.

Benefits

Flexible work schedules

Comprehensive benefits package

Optimal work-life balance

Qualifications

• 12+ years of relevant experience, with 8+ years in leading and managing a technical support team.
• Strong understanding of application support best practices and industry standards.
• Familiarity with debugging healthcare transactions: HL7, 837, CCDA.

Responsibilities

• Lead and manage the Support team, including hiring, training, and performance evaluation.
• Oversee day-to-day operations of the team, ensuring timely response and resolution of customer issues.
• Innovate paths forward to turn opportunities into solutions within the Scalable Support program.

Skills

Leadership

Customer Service

Application Support Best Practices

Technical Troubleshooting

Education

Master’s Degree in Computer Information Systems or MBA

Tools

Zendesk

Salesforce

JIRA

Snowflake

PostgreSQL

Job description

Why consider this job opportunity

• Opportunity for career advancement and growth within the organization
• Flexible work schedules and the ability to work remotely
• Comprehensive benefits package including health, dental, and vision insurance paid up to 80%
• Robust time-off plan with 21 days of PTO in your first year
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service

What to Expect (Job Responsibilities)

• Lead and manage the Support team, including hiring, training, and performance evaluation
• Oversee day-to-day operations of the team, ensuring timely response and resolution of customer issues
• Strategize the team\'s direction, creating and communicating success measures (SLAs and KPIs)
• Innovate paths forward to turn opportunities into solutions within the Scalable Support program
• Foster a customer-centric culture while maintaining high employee satisfaction and low turnover rates

What is Required (Qualifications)

• 12+ years of relevant experience, with 8+ years in leading and managing a technical support team
• Strong understanding of application support best practices and industry standards
• Experience using Zendesk, Salesforce, and JIRA
• Familiarity with debugging healthcare transactions: HL7, 837, CCDA
• Experience with Nextgen Connect/Mirth engine and various connectivity methods, such as VPN, SFTP, XDS.b, XDM

How to Stand Out (Preferred Qualifications)

• Master’s Degree in Computer Information Systems or MBA
• Exceptional customer service skills and a customer-centric mindset
• Healthcare industry experience supporting PM and/or EHR systems
• Experience using Snowflake and PostgreSQL
• Strong functional competencies including emotional intelligence, adaptability, and strategic planning

#HealthcareTechnology #RemoteWork #CareerGrowth #DiversityAndInclusion #EmployeeBenefits

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.