Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces and growing, in addition to providing support for FHIR, API, sFTP, and database interfaces.
Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication.
Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards, and formal post incident reviews.
Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume and improve response time across all client integrations.
Partner closely with Implementation groups to ensure clean handoffs from build to production support, including operational readiness reviews and documentation standards.
Identify recurring failure patterns across client environments, EHR upgrades, and product releases, and translate findings into systemic improvements.
Mentor and grow a high performing remote team of Integration Support Engineers, fostering ownership, technical depth, and a strong customer service mindset.
Act as a trusted partner to client IT and interface teams, reinforcing SmarterDx’s reputation as a reliable, enterprise grade integration partner.

Requirements

8-12+ years of experience in healthcare technology, with deep hands-on expertise in HL7 integrations supporting enterprise inpatient and acute care hospital systems.
3+ years of experience leading technical support teams supporting complex, multi-client production environments.
Strong command of troubleshooting techniques for supporting integrations across HL7v2, APIs, sFTP, and database extracts, including troubleshooting interface engines and common failure scenarios across integrations impacting inpatient EHR systems such as Epic or Cerner.
Demonstrated ability to manage high severity incidents with composure, structure, and executive level communication.
Passion for building high quality support organizations, with a track record of improving SLA performance, reducing incident recurrence, and strengthening customer trust.
Experience defining and operationalizing runbooks, monitoring standards, escalation models, and post incident review frameworks.
Ability to translate technical interface issues into clear business impact for both internal leadership and customer stakeholders.
Comfort operating in high growth environments where processes must be built, refined, and scaled.
Strong SQL skills and hands on technical troubleshooting capability across data feeds and downstream dependencies.

Benefits

Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
Remote-First Team – Work from anywhere in the U.S.
Unlimited PTO & 10 Holidays – So you can relax and recharge.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HL7 integrationsFHIRAPIsFTPdatabase extractstroubleshooting techniquesSQLinterface enginesincident managementmonitoring standards

Soft Skills

leadershipcommunicationcustomer service mindsetmentoringproblem-solvingorganizational skillscomposurecollaborationanalytical thinkingadaptability