Technical Support Manager

Medido Health; San Juan (PR); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Benefits

Direct impact on clients

Job summary

A healthcare technology company based in San Juan is seeking a Support Manager to lead a team of Level 1 Support Engineers. The ideal candidate will have 3-5 years of experience in technical support or customer success, with at least 1-2 years in a management role. Responsibilities include enhancing ticket resolution speed, overseeing team performance, and maintaining strong customer relationships. This role offers a significant opportunity to impact healthcare by improving client support. Competitive salary and benefits included.

Qualifications

• 3-5 years of experience in a technical support or customer success role.
• 1-2 years managing or mentoring a team required.
• Strong opinion about how support operations should work.

Responsibilities

• Lead a team of Level 1 Support Engineers and manage support processes.
• Audit workflow to improve ticket resolution times.
• Proactively monitor customer health and reach out before issues arise.

Skills

Technical support experience

Customer success role

SaaS web applications knowledge

SQL/relational databases

Root cause analysis

Communication in English and Spanish

Empathy under pressure

Tools

Zendesk

Freshdesk

Jira

Job description

Our Customers Don't Just Like Us — They Brag About Us. That's Your Job.

At Knostos, we build pharmacy automation software that helps Long-Term Care and Specialty pharmacies run smarter, faster, and with fewer headaches. Our customers are pharmacists, operators, and care teams — people whose work directly impacts patient lives. When something goes wrong in their world, every minute matters.

We don't do "good enough" support. We do the kind of support that makes customers call their peers and say "you have to try this company." We're looking for the manager who makes that happen — every single day.

What You'll Own

You’ll lead a team of 4–6 Level 1 Support Engineers and be the person accountable for turning Knostos support into a genuine competitive advantage. Right now, our biggest challenge is speed — tickets are taking too long to resolve, and you’ll be the one to fix that, structurally and culturally.

• Slash resolution times. Audit the current workflow, identify bottlenecks, and build a system where speed is the default — not the exception.
• Lead from the front. You're not just managing — you're the Level 2 technical escalation point. When your team gets stuck, you unstick them. If you get stuck, you find the Level 3 resource you need to resolve the issue.
• Get ahead of problems. Proactively monitor customer health and reach out before they open a ticket. The best support interaction is one the customer never had to initiate.
• Build relationships, not just tickets. Pharmacy clients are people. You’ll know their names, their setups, and their quirks — and so will your team.
• Build the knowledge machine. Own the internal and external knowledge base. If the same question gets asked twice, that's a documentation gap, not just a support request.
• Develop your team. Coach your L1 engineers to think faster, communicate better, and grow into technical depth they didn't know they had.

What You Bring

• 3–5 years of experience in a technical support or customer success role, with at least 1–2 years managing or mentoring a team
• Solid working knowledge of SaaS web applications and SQL/relational databases — you can run a query, read logs, and diagnose a data issue without flinching
• A natural instinct for root cause analysis — you don't just close tickets, you prevent the next five
• Experience with ticketing systems (Zendesk, Freshdesk, Jira, or similar) and a strong opinion about how support ops should work
• Exceptional written and verbal communication — English and Spanish preferred, given our Puerto Rico base and regional clients
• An obsessive bias toward speed and resolution, balanced with real empathy for customers under pressure

Bonus Points

• Background in healthcare IT, pharmacy software, or regulated SaaS environments
• Experience building or overhauling a support knowledge base from scratch
• Familiarity with Windows Server environments or integration-heavy platforms

Why Knostos

• Real ownership — this isn't a role where you maintain the status quo, it's one where you set it
• Direct impact on customers who are doing genuinely important work in healthcare
• A leadership team that values speed, accountability, and people who speak up
• Competitive salary, benefits, and the energy of a growing SaaS company with the stability of 15+ years in the industry

Leadership & Soft Skills

• Demonstrated ability to manage and develop engineering team leads
• Comfortable operating in fast‑paced, ambiguous environments with shifting priorities
• Experience coordinating across international teams and time zones
• Strong written and verbal communication skills in English; Spanish proficiency is a significant plus
• Highly organized, with a bias toward documentation and process clarity