Technical Manager – L3 Technical Support & Problem Management, North America
Core
Lead a team of Level 3 technical support professionals to resolve complex customer and production issues, drive root cause analysis, and improve service reliability for enterprise technology environments.
Role type
Senior IC technical manager (L3 support & problem management)
Builds
Stable, high-reliability technical support services and diagnostic processes for enterprise systems
Domain
Healthcare technology / Medical imaging / Enterprise IT operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical team leadership, advanced troubleshooting, root cause analysis (RCA), incident and problem management, process improvement, automation implementation, stakeholder collaboration, documentation and knowledge management
Preferred skills
Experience in highly regulated or mission-critical environments, healthcare/medical imaging domain knowledge
Technologies
Monitoring tools, diagnostic platforms, automation frameworks, AI tools for diagnostics
Responsibilities
Lead and mentor Level 3 support team, drive complex incident resolution and root cause analysis, partner with R&D and Engineering to prevent recurring issues, improve support processes and operational reliability, champion automation and AI in diagnostics, translate technical issues into clear customer outcomes
Seniority
Senior, hands-on IC with team leadership
