Strata Decision Technology · 3 weeks ago
Manager, Application and Technical Support (Data & Intelligence Products)
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $130K/yr
5+ years expStratacareers is a company focused on Data & Intelligence solutions, and they are seeking a Manager for Application and Technical Support. This role involves leading a team to provide exceptional support for their proprietary applications, ensuring reliable service delivery and enhancing the customer experience through effective management and operational excellence.
AccountingAdviceAnalyticsBusiness IntelligenceFinanceFinancial ServicesHospitalSaaSSoftware
Responsibilities
Lead, coach, and develop a team of Application and Technical Support Specialists, fostering accountability, ownership, and continuous improvement
Develop team members through coaching, skill building, and talent development for career growth and opportunities
Oversee daily support operations, including workload distribution, ticket triage, case management, SLA performance, and customer satisfaction
Serve as the escalation point for customer issues, ensuring timely resolution and customer satisfaction
Ensure high-quality technical support, including issue reproduction, product configuration guidance, data validation assistance, and clear customer communication
Serve as the managerial escalation point for customer issues; guide timely troubleshooting, root-cause analysis, and resolution
Monitor and interpret support dashboards, identifying trends, bottlenecks, quality gaps, and early-warning indicators to inform operational decisions
Partner cross-functionally with Product, Engineering, Customer Success, and Implementation to communicate customer insights, advocate for enhancements, and ensure alignment on recurring issues
Drive continuous improvement by refining support processes, documentation, SOPs, and KCS adherence
Model Strata’s values in all interactions: We connect with positive intent. We are helpful. We own it. We are humble. We get better every day
Qualification
Required
5+ years of experience in Application Support, Technical Support, or Data Analytics, ideally supporting a complex SaaS or data-driven product
2+ years of direct people-management experience in a customer-facing or technical environment
Strong communication, problem-solving, and stakeholder-management skills, with the ability to guide both customers and internal teams
Familiarity with healthcare benchmarking, business intelligence tools, or data validation concepts
Preferred
Experience in SaaS, healthcare analytics, or supporting data-intensive applications
Strong understanding of data workflows, benchmarking methodologies, and healthcare operational or financial metrics
Demonstrated ability to lead with empathy, drive accountability, and mentor team members effectively
Experience improving support processes, SOPs, or tooling within a technical support organization
Benefits
Discretionary variable pay programs based on role
Comprehensive benefits package including retirement benefits
Health and welfare benefits
Paid time off
Parental leave
Life and accident insurance
Other voluntary and well-being benefits
Company
Strata Decision Technology
Strata Decision Technology offers financial analytics, business intelligence, and decision support services for the healthcare industry.
201-500 employees
H1B Sponsorship
Strata Decision Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (3)
2021 (5)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
unknown2015-01-23Acquired
Leadership Team
John Martino
CEO
Liz Kirk
Sr. Vice President, Strategic Services
Recent News
Strata Decision Technology, L.L.C.
2025-10-23
Fierce Healthcare
2025-10-18
Company data provided by crunchbase