Remote Technical Operations Lead - Healthcare Support

25madison LLC; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Remote-first culture

Async-friendly environment

Job summary

Basalt Health is hiring a Technical Operations Lead to own the initial ticketing system, manage enterprise escalations, and coordinate incident communications. You will work with admissions coordinators, clinicians, and product teams to triage, reproduce issues, and drive fixes in a fast-paced, remote-first environment.

Initially focused on support operations, the role expands to internal IT, security tooling, and SOC 2 evidence, with growth toward leading a team and owning the operations

Qualifications

• Customer obsession and focus on real-world impact.
• Ability to read logs, reproduce bugs, and communicate with engineers.

Responsibilities

• Stand up our first real ticketing system and define intake, triage, escalation.
• Reproduce customer bugs and close the loop with customers.
• Guide admissions coordinators through workflows and suggest fixes from product feedback.
• Build a runbook to assist future support hires.
• Own internal IT, endpoint tooling, and SOC 2 evidence as the role grows.

Skills

Customer focus

Log analysis

Bug reproduction

Engineer communication

Technical writing

Job description

Basalt Health is hiring a Technical Operations Lead to own the initial ticketing system, manage enterprise escalations, and coordinate incident communications. You will work with admissions coordinators, clinicians, and product teams to triage, reproduce issues, and drive fixes in a fast-paced, remote-first environment.

Initially focused on support operations, the role expands to internal IT, security tooling, and SOC 2 evidence, with growth toward leading a team and owning the operations