Technical Operations Lead

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

Technical Operations Lead

Remote US

Engineering

Remote

Full-time

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.

You don't need all of this on day one. You need to be willing to own 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.

Compensation

The base pay range for this role is $80,000 - $100,000 per year.