Tech Support Manager

Description

Navina is a fast-growing digital health SaaS company that’s on a mission to enhance the primary care experience by transforming the way physicians interact with patient data. Our proprietary AI models are specifically designed to understand the language of primary care, transforming complex and fragmented patient data into a concise “patient portrait" and actionable clinical insights at the point of care. This allows physicians to get the full picture of their patients and act on their health status instantly and accurately. Built by physicians for physicians, our AI platform reduces physician burnout, while helping healthcare organizations thrive in value-based care. Thousands of clinicians across the United States are using Navina’s AI-powered clinical intelligence solution to improve preventative care, reduce missed diagnoses, and reclaim time with their patients.

Navina has been named one of the Top 100 AI companies globally by CB Insights, and made the list of the Top 50 Digital Health startups. We are already working with industry leading health systems and value-based organizations including Privia Health and Agilon.

As the leader of our support team, you will play a critical role in shaping our customers' experience and satisfaction with our products. Your team will be the first point of contact, ensuring smooth issue resolution and enabling our R&D team to focus on advancing AI-powered, value-based care solutions. We're looking for a people-centered leader who is passionate about technology, adept at troubleshooting, and dedicated to driving customer success.

Responsibilities

• Lead a global team of technical support engineers in the US and IL.
• Manage the team’s day-to-day operations, lead and prioritize workload, serve as a focal point during escalations, etc.
• Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
• Serve as technical lead for complex and challenging technical issues.
• Provide hands-on support and leadership in both the troubleshooting and the escalation process to the relevant engineering teams.
• Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
• Contribute to methodologies, best practices, and techniques to improve our support process
• Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

Requirements

• +8 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience
• +5 years experience in managing a support team, hands-on mandatory
• Proven excellent customer-facing communication skills (verbal and written)
• Proven experience with SQL and data analysis
• Proven experience with debugging web applications
• Excellent problem-solving and troubleshooting skills
• Proven experience in programming (JavaScript, Python, Nodejs) - Advantage 

What would you stand out?

• Experience with troubleshooting data pipelines and ETL processes.
• Experience in a fast-growing organization
• Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas
• A can-do attitude
• Detailed oriented

What You'll Love About Us?

• Professional team, great atmosphere, and amazing people (we’re not just saying that!)
• Exciting SAAS startup in a growing market