Technical Operations Lead

Basalt Health, Inc.; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Remote-first culture

Low bureaucracy

Direct line to CTO

Job summary

Basalt Health, Inc. is seeking a Technical Operations Lead to own enterprise support from day one, helping health systems and clinicians. You will scale the ticketing process, reproduce bugs with engineering, and guide customers through workflows early in the shift.

As the role grows, you’ll own internal IT, security tooling, and SOC 2 evidence, eventually leading a team and shaping the support organization with the CTO directly.

Qualifications

• Customer obsession and focus on real-world impact.
• Ability to read logs, reproduce bugs, and discuss with engineers.
• Clear writing under time pressure.
• Comfortable with ambiguity and solving problems with less specification.

Responsibilities

• Stand up and design intake, triage, and escalation processes.
• Reproduce customer bugs and coordinate fixes with engineers.
• Guide customers through workflows during early shifts.
• Provide Product with prioritized list of issues.
• Pull SOC 2 evidence and coordinate training compliance.
• Create a runbook to help future support hires.

Skills

Customer obsession

Calm under escalation

Technical reading

Clear writing

Ambiguity tolerance

Impact-driven

Job description

Technical Operations Lead

Who We Are

We're building tools that help healthcare teams work faster and smarter. Our software handles the tedious parts of patient care coordination so that clinicians can focus on patients. We ship fast, iterate constantly, and believe AI should amplify human judgment, not replace it.

The Role

Day one, this is enterprise support. Our customers are health systems, and the people using Basalt are admissions coordinators, case managers, and clinicians with a full patient load. When something breaks for them, it breaks in the middle of someone's care. Engineering absorbs that work today between other priorities. You're the first person whose job it is.

From there it grows. As support runs well, the role expands into the operations around it: internal IT, endpoint and security tooling, and SOC 2 compliance. Later, into leading a team.

You Might

• Stand up our first real ticketing system and decide how intake, triage, and escalation should work
• Reproduce a customer bug, file it so an engineer respects it, and close the loop with the customer yourself
• Walk an admissions coordinator through a workflow at 7am, before her shift starts
• Bring Product a ranked list of the ten issues we should be fixing at the source
• Pull evidence for a SOC 2 control in Drata, then chase the three people who skipped their training
• Write the runbook that makes the next support hire useful in their first week

You Should Be

• Customer obsessed. We build what matters to real people doing real jobs with relentless focus.
• Steady under escalation. You stay calm when a customer isn't, and you follow through after the call ends.
• Technical enough. You can read a log, reproduce a bug, and hold your own in a conversation with engineers.
• A clear writer. Much of this job is explaining a technical situation to a non-technical person, in writing, under time pressure.
• Comfortable with ambiguity. We do not over-specify; you'll be expected to understand the problem before solving.
• Motivated by impact. US healthcare is broken in specific, fixable ways. You want to fix some of them.

What You'll Own

Now: the support queue, enterprise escalations, incident communication, facility onboarding. Next: internal help desk, MDM, SSO and access reviews, CrowdStrike, Drata and SOC 2 evidence, employee compliance with HR. Later: the team you build around it.

What We Offer

• $80,000 to $100,000 base, depending on experience
• Health insurance (medical, dental, vision, rx)
• Remote-first, async-friendly culture
• Small team, low bureaucracy, high ownership, and a direct line to the CTO

Basalt Health is an equal opportunity employer. We believe diverse teams build better products, especially in healthcare, where the patients we serve are diverse too. We are only able to consider candidates already authorized to work in the United States without employer sponsorship.