Technical Support Specialist – SaaS, B2B, Finance, Data
Subscript
ETLSQL
Technical Support Manager
Humata Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and scale support team to deliver world-class technical support.
- Comfortable evaluating current ticketing system and deploying new technology, if appropriate, to meet Humata’s goals and objectives
- Oversee ticket system (P1, P2, P3, P4 - by severity) and ensure correct and timely response by team of support analysts per SLA
- Architect and refine escalation pathways and SOPs to ensure fast, consistent resolution across all support tiers.
- Build and maintain dashboards for including, but not limited to: real-time tracking of ticket volumes, ticket success rate, analyst performance
- Collaborate closely with Product, IT, and Engineering teams to align on support tooling, product feedback loops, and issue triage.
- Own and evolve an AI-driven support strategy (e.g., chatbots, intelligent routing, predictive deflection tools) to reduce manual effort and ticket volume.
- Act as the final point of escalation for critical and complex client issues, ensuring resolution and stakeholder confidence.
- Identify customer pain points (through support ticket analysis) and translate them into actionable insights for product and process improvements.
- Held accountable to support related SLAs for each Humata customer
- Champion a data-driven, customer-first culture that emphasizes accountability, continuous learning, and collaboration.
- Manage team of Support Analysts
Requirements
- Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.
- Five years of experience in technical support, with ongoing expanded leadership responsibilities, and/or management of support analysts
- Proven track record of leading support teams in high-growth or complex environments (health tech, preferred)
- Excellent communication and cross-functional collaboration skills.
- Demonstrated success in deploying support automation and AI tools to improve operational efficiency.
- Ability to balance strategic thinking with a hands-on approach.
Benefits
- Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes
- Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL
- Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles
- Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match
- Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development
- Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportticketing system evaluationSOP developmentdashboard creationAI-driven support strategysupport automationissue triagedata analysisperformance metricscustomer pain point identification
Soft skills
leadershipcommunicationcollaborationstrategic thinkingaccountabilitycontinuous learningproblem-solvingcustomer-first mindsetadaptabilityteam management
Certifications
Bachelor's degree in Information SystemsBachelor's degree in Computer Science
