Director, Technical Support

Job not on LinkedIn

September 11

🔔 Pennsylvania – Remote

Although this job is listed in Pennsylvania, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

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IntegriChain

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Healthcare Insurance • Pharmaceuticals • SaaS

IntegriChain is a leading provider of data-driven solutions designed to enhance pharmaceutical commercialization and market access. The company offers an extensive platform that integrates strategy, data, applications, and infrastructure, specifically tailored to support therapy commercialization. IntegriChain provides analytics, applications, and managed services that help pharmaceutical manufacturers optimize the reach and profitability of their drugs by harnessing channel, patient, and payer data. Their services include strategy and operational consulting, covering key aspects such as contracts, pricing, patient access, distribution, and logistics.

501 - 1000 employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

☁️ SaaS

💰 Private Equity Round on 2016-03

📋 Description

• Lead and manage the full Technical Support team, including workload assignment and mentorship • Act as escalation point for complex and unresolved application issues and participate in troubleshooting and debugging • Ensure timely and effective resolution of customer inquiries within defined SLAs and maintain Support Knowledge Base • Collaborate cross-functionally with Product, Engineering, Customer Success, and Support Engineers to resolve escalated tickets • Maintain expert knowledge of IntegriChain’s Contracts & Pricing systems and manage technical analysts responsible for roadmaps and sprints • Own advanced modeling and pricing estimation for new customers and drive cross-functional Release Readiness activities • Ensure successful on-time, on-budget, on-scope product delivery with on-shore and off-shore Agile teams • Translate customer pain points into prioritized product enhancements and lead stakeholder interviews and product councils • Oversee critical technical incidents, lead real-time escalations, perform root cause analysis, and author incident reports • Design and implement automation scripts and diagnostic tools to improve support workflows and integrate/support tools like PagerDuty and Zendesk • Monitor system health and performance, work with operations and engineering on proactive alerting, and contribute to security and compliance (SOC 2, GDPR, HIPAA)

🎯 Requirements

• Strong proficiency in troubleshooting cloud platforms (AWS, Azure, GCP), on-premise hardware, networking (TCP/IP, DNS, VPN), and full-stack applications • Hands-on experience with databases/platforms (Oracle, mySQL, Postgres, Snowflake), microservices, and MFT GoAnywhere • Expertise administering and customizing technical support tools (Jira Service Desk, ServiceNow, PagerDuty, Zendesk) • Ability to script integrations or automations between systems (Python, Bash, REST APIs) • Programming knowledge in Python and SQL for automation and diagnostics • Hands-on experience with application and infrastructure monitoring and alerting tools • Familiarity with incident management frameworks like ITIL or TechOps practices • Experience with CI/CD pipelines, code reviews, and contributing to bug fixes • Experience scaling SaaS operations and supporting enterprise SaaS or cloud products • Experience with performance tuning for databases, APIs, and distributed systems • Proven leadership in technical environments with team management and mentorship experience • Applicants for employment in the US must have valid work authorization that does not require visa sponsorship by IntegriChain

🏖️ Benefits

• Mission driven: Work with the purpose of helping to improve patients' lives! • Excellent and affordable medical benefits • Non-medical perks including Student Loan Reimbursement • Flexible Paid Time Off • Paid Parental Leave • 401(k) Plan with a Company Match • Robust Learning & Development opportunities including over 700+ development courses free to all employees • Employees can work remotely