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
  • 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 quarterly, 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 and relational databases. C#, React, Python, SQL, and javascript are especially important to our current business.
  • 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 healthcare, particularly working with EMRs and/or medical billing software
  • Previous professional experience working with agile scrum software engineering teams
  • Deep understanding of complete, modern hosting stacks
  • Experience with IaaS solutions, such as AWS
Read Full Job Description

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 is in the heart of the Flatiron District. Eataly is right downstairs and we oversee Madison Square Park.
200 5th Avenue, New York, NY 10010

Insider's spotlight

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

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
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Daily Meals Provided
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

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.

More Jobs at Flatiron Health59 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Content
HR
new
Flatiron Health
Developer
new
Flatiron Health
Project Mgmt
new
Flatiron Health
Operations
new
Flatiron Health
Developer
new
Flatiron Health
Developer
new
Flatiron Health
Project Mgmt
new
Flatiron Health
Project Mgmt
new
Flatiron Health
HR
new
Flatiron Health
Developer
new
Flatiron Health
Operations
new
Flatiron Health
Developer
new
Flatiron Health
HR
new
Flatiron Health
Developer
new
Flatiron Health
Developer
new
Flatiron Health
Operations
new
Flatiron Health
Developer
new
Flatiron Health
Developer
new
Flatiron Health
Developer
new
Flatiron Health
Operations
new
Flatiron Health
Operations
new
Flatiron Health
Data + Analytics
new
Flatiron Health
Operations
new
Flatiron Health
Data + Analytics
new
Flatiron Health
HR
new
Flatiron Health
Developer
new
Flatiron Health
Data + Analytics
new
Flatiron Health
Project Mgmt
new
Flatiron Health
Operations
new
Flatiron Health
Finance
new
Flatiron Health
Developer
new
Flatiron Health
Product
new
Flatiron Health
Developer
new
Flatiron Health
Operations
new
Flatiron Health
Marketing
new
Flatiron Health
Project Mgmt
new
Flatiron Health
Project Mgmt
new
Flatiron Health
Design + UX
new
Flatiron Health
Operations
new
Flatiron Health
Finance
new
Flatiron Health
Data + Analytics
new
Flatiron Health
HR
new
Flatiron Health
Operations
new
Flatiron Health
Data + Analytics
new
Flatiron Health
Operations
new
Flatiron Health
Sales
new
Flatiron Health
Developer
new
Flatiron Health
Developer
new
Flatiron Health
Operations
new
Flatiron Health
Project Mgmt
new
Flatiron Health