Technical Support Engineering Manager
Core
Lead the technical support function for AI-powered healthcare and workflow products, combining people leadership with hands-on technical troubleshooting and operational ownership.
Role type
Senior IC Technical Support Engineering Manager (player-coach)
Builds
Scalable support processes, technical standards, triage playbooks, and AI-assisted tooling
Domain
Healthcare technology + AI/ML support operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
People management in technical support, technical troubleshooting (logs, integrations, configurations), building trust with customer stakeholders, handling high-impact incidents, cross-functional collaboration, process improvement
Preferred skills
Experience deploying/managing AI-based tooling (agentic triage, LLM debugging), supporting sensor-based hardware or regulated products, familiarity with Intercom
Technologies
Intercom, LLM-based debugging assistants, agentic triage solutions
Responsibilities
Lead and coach a team of Technical Support Engineers, own team SLA performance, develop roadmap for AI-assisted support tooling, design repeatable triage processes and playbooks, partner with Engineering on technical escalation routing, represent customer needs in product discussions, lead teams through high-impact incidents
Seniority
Senior, hands-on IC with people leadership
