Summary
The Technical Support Team Lead oversees the day-to-day activities and performance of the Application Support team while remaining hands-on in troubleshooting customer and application issues. As the first level of leadership and technical escalation, this role ensures support requests are properly triaged, investigated, documented, and resolved or escalated. The Team Lead partners with Product, Engineering, QA, and Implementation to resolve issues, improve support processes, and deliver a high level of service. The ideal candidate is organized, technically capable, customer-focused, and comfortable leading a team in a fast-paced healthcare technology environment.
Essential Duties and Responsibilities
Team Leadership & Operations
- Lead daily Support team activities; provide guidance, coaching, and training, and assist with onboarding.
- Monitor the Support queue to ensure tickets are prioritized, assigned, and driven to resolution, with adequate coverage and balanced workload.
- Set clear expectations for ticket quality, responsiveness, documentation, troubleshooting, and customer communication.
- Serve as the primary internal escalation point for team questions and complex customer issues.
Technical Support & Troubleshooting
- Provide hands-on support for company applications and assist team members with complex investigations.
- Ensure appropriate troubleshooting and issue replication before escalation; review logs, data, and system behavior as needed.
- Distinguish application defects from user error, configuration, data, or training issues, and identify recurring issues to drive root-cause fixes with internal teams.
Incident Management & Escalation
- Coordinate the Support response to high-priority production issues, escalating critical issues promptly.
- Maintain clear communication on status, impact, ownership, and next steps through resolution, and escalate systemic or recurring concerns to leadership.
Ticket & Process Management
- Ensure tickets contain sufficient detail (problem, affected users, reproduction steps, troubleshooting performed, business impact, priority) before escalation.
- Monitor ticket aging, backlog, and response/resolution metrics; identify stalled or misprioritized tickets and drive them forward.
- Maintain and improve Support workflows, SOPs, escalation procedures, troubleshooting guides, and knowledge-base documentation.
Customer & Cross-Functional Support
- Handle customer concerns professionally and communicate technical issues clearly to both technical and non-technical audiences.
- Collaborate with internal teams on customer-impacting issues; surface recurring issues, training gaps, and product feedback.
- Ensure Support readiness for new functionality, releases, and implementations, and represent Support in relevant meetings.
Compliance & Other Responsibilities
- Maintain confidentiality and comply with HIPAA, privacy, security, and company policies when handling sensitive customer, patient, and company information.
- Stay current on company applications and support procedures; perform other duties as assigned.
Supervisory Responsibilities
Provides day-to-day leadership over Technical/Application Support team members, including assigning and monitoring work, coaching, performance feedback, training, and escalating personnel matters to management as appropriate.
Competencies
- Technical Troubleshooting: Systematically investigates, reproduces, diagnoses, and resolves application issues.
- Leadership: Provides direction, sets expectations, coaches, and holds team members accountable.
- Prioritization & Problem Solving: Evaluates business impact, prioritizes competing issues, and identifies root causes rather than symptoms.
- Communication & Customer Service: Communicates clearly and professionally while maintaining a customer-focused, objective approach.
- Organization & Accountability: Manages multiple tickets, incidents, and priorities with strong follow-through.
- Collaboration: Works effectively across Product, Engineering, QA, Implementation, and other teams.
- Confidentiality: Exercises sound judgment with confidential, proprietary, or protected health information.
Qualifications
Education and Experience
- Bachelor's degree in IT, Computer Science, Information Systems, Healthcare Technology, Business, or related field preferred; equivalent experience considered.
- 3+ years in technical, application, or software support preferred; 1+ year leading or mentoring a support team preferred.
- Experience supporting software applications in a production environment required; healthcare technology experience strongly preferred.
Technical Skills
- Strong technical aptitude with experience troubleshooting web-based or enterprise software applications.
- Familiarity with ticketing systems (e.g., Jira) and Microsoft Office tools.
- Familiarity with databases, SQL, APIs, integrations, or HL7/FHIR is beneficial but not required.
Other Skills and Abilities
- Strong organization, attention to detail, and written/verbal communication.
- Works independently with sound judgment, remains effective during high-priority incidents, and manages competing priorities in a fast-paced environment.
- Knows when an issue should be resolved within Support versus escalated.