Technical Operations Lead — Remote-First Support & Compliance

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

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.