Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 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
Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume
Partner closely with Implementation groups to ensure clean handoffs from build to production support
Identify recurring failure patterns across client environments, EHR upgrades, and product releases
Mentor and grow a high performing remote team of Integration Support Engineers
Act as a trusted partner to client IT and interface teams

Requirements

8-12+ years of experience in healthcare technology, with deep hands-on expertise in HL7 integrations
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
Demonstrated ability to manage high severity incidents with composure, structure, and executive level communication
Passion for building high quality support organizations
Experience defining and operationalizing runbooks, monitoring standards, escalation models, and post incident review frameworks
Strong SQL skills and hands on technical troubleshooting capability across data feeds and downstream dependencies

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

HL7 integrationsAPIssFTPdatabase extractsSQLtroubleshooting techniquesincident managementmonitoring standardsescalation modelsrunbooks

Soft Skills

leadershipcommunicationmentoringproblem-solvingteam buildingcomposurestructured thinkingcollaborationproactive approachclient partnership