Lead Technical Support Manager, RTLS & Healthcare IT

CenTrak; Pennsylvania; On-site; USD 95,000 - 130,000; Full time

Job summary

CenTrak is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide inbound inquiries, escalations, and support needs, ensuring timely responses and clear ownership for each ticket.

You will mentor staff, grow technical capabilities, and partner with Product, Engineering, and Quality to prioritize issues and improve tools and processes. Strong communication and organizational skills are essential.

Qualifications

• Bachelor's degree in Electrical or Computer Engineering, Software Engineering, CS or IT.
• 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; excellent communication.

Responsibilities

• Manage daily ticket system activities and assign clear owners, severities and next steps.
• Maintain health of the support queue to meet published SLAs and visibility.
• Serve as escalation point for high-severity issues; coordinate internal responders.
• Lead root cause analysis of field problems and communicate with Product/Engineering.
• Oversee team coverage, on-call rotations, and PTO planning.
• Coach and develop team members with regular one-on-ones.
• Improve technical capability through training and mentorship.
• Collaborate with leadership to identify process improvements.

Skills

Troubleshooting

Communication skills

Independent work

Attention to detail

Organizational skills

Microsoft Office

Customer service orientation

Education

Bachelor's Degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology

Tools

RTLS systems

Embedded software

Job description

CenTrak is seeking a Manager of Technical Support to lead a 13-person team responsible for resolving customer issues across the RTLS platform. You will guide inbound inquiries, escalations, and support needs, ensuring timely responses and clear ownership for each ticket.

You will mentor staff, grow technical capabilities, and partner with Product, Engineering, and Quality to prioritize issues and improve tools and processes. Strong communication and organizational skills are essential.