Lead, Technical Support & Customer Success

CenTrak, Inc.; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

CenTrak, Inc. is seeking a Manager of Technical Support in Kentucky to lead a 13-person team responsible for resolving customer issues on CenTrak’s RTLS platform. You’ll guide response to inquiries, escalations, and ensure no customer waits for resolution.

You will mentor the team, drive root-cause analyses, and collaborate with Product, Engineering, and Quality to prioritize issues and improve tools and processes. The role emphasizes people development and customer-focused outcomes.

Qualifications

• Bachelor’s degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology.
• 2–4 years in a Technical Support role interfacing with customers.
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Strong troubleshooting and debugging skills.
• Good verbal and written communication.
• Ability to work independently at a fast pace and produce quality work.
• Ability to be organized and follow a systematic method of performing a task.

Responsibilities

• Effectively manage daily activities in the ticket system, working and diagnosing customer issues and support escalations, ensuring that every ticket carries a clear owner, an accurate severity and a defined next step.
• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.
• Serve as the escalation point for high-severity and clinically impacting issues, coordinating the appropriate internal responders and maintaining a steady communication cadence with the customer through to resolution.
• Lead root cause analysis of systemic field problems with effective communication to key internal and external stakeholders and serve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.
• Manage team coverage and scheduling, including on-call rotations, holiday and PTO planning, ensuring that support availability remains consistent and is not dependent on any single individual.
• Lead, coach and develop the team, holding regular one-on-ones setting clear expectations and maintaining an individual development plan for each team member.
• Assess and grow technical capability across the team, identifying skill gaps across CenTrak’s solution and closing them through training, assignment and mentorship.
• Partner with Support Team Leadership to identify improvement gaps and sources of repetitive, manual, non-value add work and contribute requirements for new tools and process.
• Encourage the piloting and adoption of solutions that help make the team more effective and efficient.
• Adhere to and enforce all CenTrak policies and procedures, and comply with all requirements System Manual, Operating and Technical Procedures and Workplace Instructions.

Skills

Troubleshooting

Communication skills

Independent worker

Detail oriented

Customer service orientation

Microsoft Office

Education

Bachelor’s degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology

Tools

RTLS

Embedded software

PC software

Job description

CenTrak, Inc. is seeking a Manager of Technical Support in Kentucky to lead a 13-person team responsible for resolving customer issues on CenTrak’s RTLS platform. You’ll guide response to inquiries, escalations, and ensure no customer waits for resolution.

You will mentor the team, drive root-cause analyses, and collaborate with Product, Engineering, and Quality to prioritize issues and improve tools and processes. The role emphasizes people development and customer-focused outcomes.