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Technical Support Manager

| Greater NYC Area

Flatiron’s mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research. Our company is building a disruptive, oncology-specific software platform that connects cancer centers across the world on a common technology infrastructure to address key healthcare challenges. The Technical Support Engineering team works closely with our customer-facing teams and bridges the gap between the customer, product, and engineering. This team therefore is highly collaborative, and focuses on ensuring an improved user experience by tackling high impact issues and driving resolution of technical escalations.

We are looking for a Technical Support Engineering Manager to lead and manage this team. You would develop a deep understanding of user-facing technical issues/bugs and work with the team to solve users' problems. At a high-level, you would also develop the goals, structures, and processes to help the team be successful. As a manager, you are motivated by working with team members to guide, coach, and serve them – making sure to to keep the team happy and productive.

This role reports to the Director of Support & Training Operations and helps to ensure consistency in our processes across customer support and drive the overall team strategy. The role also works closely with the other customer success managers to anticipate, articulate and resolve user issues effectively.

Responsibilities:

  • Manage the day-to-day workflows of 3-5 Technical Support Engineers, including task assignment, bug prioritization, metrics tracking and timely case resolution
  • Quickly diagnose escalated/complex issues for resolution by the team or ensure the issues are transferred to the appropriate team for follow up
  • Provide guided performance feedback, coaching in career development, and support team members through their customer service approach
  • Design processes and structures to enable the team, and broader Customer Support, to work effectively and efficiently
  • Mentor and develop team members in growing their technical and personal skills
  • Work closely with the support team leaders to build and strengthen the overall customer support and customer success organization
  • Engage in cross-functional collaboration to maintain open communication channels and drive strategic initiatives between customer support, engineering, and product teams
  • Ensure proper management and documentation of all work performed, as part of ticket queue management
  • Travel occasionally (approximately once per quarter, for 1-4 days at a time) to work with clients

Requirements:

  • Previous professional experience in a customer support role and in the technology space
  • At least 3 years experience managing a customer service/technical team of 5+ members
  • Basic to moderate experience with web applications,relational databases , and basic networking
  • Comfortable writing and troubleshooting SQL database queries
  • Basic to moderate experience reading and interpreting HTML, CSS, and javascript
  • Experience working in CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira)
  • Proven ability to define, execute and measure quarterly goals, objectives and productivity metrics
  • Ability to work independently as well as in a team and cross-functional environment
  • Strong written and communication skills, specifically with the ability to explain and articulate technical issues and guidance in easy to understand language
  • Attention to detail, excellent organizational and time management skills
  • Strong love for learning and a commitment to improvement

Nice to Have:

  • Experience in SaaS and complex technology solutions
  • Previous professional experience working with agile scrum software engineering teams
  • Experience with C#, Java, Python, Ruby or other OO language
  • Understanding of complete, modern hosting stacks
  • Experience with IaaS solutions, such as AWS
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Flatiron Health has returned to Soho. We're right next to Trader Joe's! Soho is filled with boutiques, fancy chain stores and art galleries.

An Insider's view of Flatiron Health

What’s the vibe like in the office?

The most exciting part of being in my company is solving a real problem at scale through serious collaboration. Oncologists, software engineers, statisticians, business folks, etc. all have to come to the table together, as equals, to figure this one out. And we are doing it.

Amy

Chief medical Officer

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineering

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron’s holistic employee experience program translates our values into reality. We cater to the well being of our employees both mentally and physically to promote a culture where wellness is at the forefront. By managing weekly mental wellness programs, monthly office wide fun and fitness classes, we give employees the opportunity to directly incorporate a mindful balance into their day to day life.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Daily catered meals
Stocked Kitchen
Endless snacks & beverages
Happy Hours
Professional Development Benefits
Job Training & Conferences
Robust learning & development curriculum. Participate at industry events.

Additional Perks + Benefits

On a monthly basis, we host a Wellness Day that includes massages, manicures, and meditation sessions. We often set up booths for local wellness organizations and fund on site and off site fitness classes. We also host a bi-weekly meditation in the office.

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