Manager - Support Engineering
Description
Job Title: Manager – Support Engineering
Department: Software Engineering
About the Role:
We are seeking a dynamic and experienced Support Engineering Manager to lead our support engineering team. In this role, you will be responsible for ensuring the highest level of technical support for our customers while managing and developing a team of support engineers. You will collaborate closely with cross-functional teams to drive continuous improvement in our support processes and deliver exceptional customer experiences.
What You'll Do:
- Team Leadership: Lead, mentor, and develop a team of support engineers, fostering a culture of accountability, collaboration, and continuous learning.
- Technical Expertise: Provide technical guidance and expertise to the support team, assisting in troubleshooting complex issues and ensuring timely resolution of customer inquiries.
- Process Improvement: Continuously evaluate and improve support processes and workflows to enhance efficiency, scalability, and customer satisfaction.
- Customer Advocacy: Act as a champion for our customers, ensuring their voice is heard within the organization and advocating for their needs in product development and service enhancements.
- Performance Management: Set clear performance expectations for the support engineering team, track key performance metrics, and provide regular feedback and coaching to drive individual and team success.
- Cross-Functional Collaboration: Collaborate closely with product management, engineering, leadership, and other teams to escalate and prioritize customer issues, communicate product updates, and drive initiatives to improve overall customer experience.
- Training and Development: Identify training needs and opportunities for skill development within the support team, and coordinate training programs to enhance technical proficiency and customer service skills.
- Documentation: Oversee the creation and maintenance of comprehensive technical documentation, knowledge base articles, and support resources to assist both customers and internal stakeholders.
Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or related field
- Proven experience in a technical support role, with at least a few years in a leadership or managerial capacity.
- Strong technical background with expertise in supporting production systems at scale.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Demonstrated ability to lead and motivate a team, drive performance, and foster a collaborative work environment.
- Experience implementing and optimizing support processes, tools, and systems.
- Customer-centric mindset with a passion for delivering exceptional service and driving customer success.
Who We Are:
Astrana Health (NASDAQ: ASTH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise in order to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient.
Our platform currently empowers over 10,000 physicians to provide care for over .9 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise in order to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.
Our Values:
- Put Patients First
- Empower Entrepreneurial Provider and Care Teams
- Operate with Integrity & Excellence
- Be Innovative
- Work As One Team
Environmental Job Requirements and Working Conditions:
- This position is based remotely in the U.S.
- The total compensation target pay range for this role is between $160,000.00 - $185,000.00. This salary range represents our national target range for this role.
Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at [email protected] to request an accommodation.
Additional Information:
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.