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Navina · 3 weeks ago

Technical Support Team Lead

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Navina is a fast-growing digital health SaaS company focused on transforming physician interaction with patient data. They are seeking a Technical Support Team Lead to manage and mentor a team of Technical Support Engineers, ensuring high levels of customer satisfaction and operational efficiency.

Artificial Intelligence (AI)Health CareHealth DiagnosticsMachine LearningMedicalSoftware

Responsibilities

Lead and mentor a team: Provide guidance, coaching, and mentorship to Technical Support Engineers (TSEs), fostering a culture of continuous learning and growth

Escalation support: Serve as a point of contact for complex and time-sensitive escalations, ensuring a timely resolution and high levels of customer satisfaction

Process improvement: Identify and implement new processes, best practices, and methodologies to enhance the team's efficiency and overall support process

Cross-functional collaboration: Work closely with Product, Engineering, and R&D teams to understand upcoming features, provide feedback, and identify training opportunities for the support team

Knowledge sharing: Contribute to and build the technical support knowledge base, ensuring the team has access to the most current information

Hands-on support: Provide hands-on assistance by working support tickets, as needed, to manage workload and maintain a pulse on customer issues

Task delivery: Manage and deliver on specific tasks and projects, ensuring they are completed efficiently and effectively

Qualification

SQLData analysisDebugging web applicationsTeam leadershipProject managementProblem-solvingCustomer communicationUS healthcare familiarityTroubleshooting data pipelinesPythonNode.jsJavascriptMentoring

Required

Demonstrated experience in leading people, and or cross-functional project teams to achieve shared support or delivery milestones

+4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience

Proven experience with SQL and data analysis - MUST

Proven experience with debugging web applications

Strong project management skills

Excellent problem-solving and troubleshooting skills

Proven excellent customer-facing communication skills (verbal and written)

Proven experience in a leadership or team lead capacity, including mentoring and coaching

Experience in a fast-growing organization

Preferred

Familiarity with the US healthcare industry - Advantage

Experience with troubleshooting data pipelines and ETL processes

Strong presentation skills for all audiences; ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas

A can-do attitude

Detailed oriented

Experience with Python, Node.js, or Javascript