Caregility · 1 day ago
Sr. Support Program Manager
US
Full-time
Onsite
Mid, Senior Level
$80K/yr - $100K/yr
4+ years expCaregility is a telehealth solution provider connecting care everywhere. The Sr. Support Program Manager will provide high-level customer service and support to Caregility customers, resolving issues with Caregility products and services, and ensuring program success for named customer accounts.
Health CareHospital
Responsibilities
The SPM manages the support relationship with all of their named customer accounts, as part of the three-person Program Management assigned to each Caregility customer. The SPM is paired up with a Clinical Program Manager and a Technical Program Manager, becoming a three-person team supporting each of our customers with their overall program success
Issues will be assigned to the SPM from the Support Program Agents (SPAs) who field the initial report of an issue with one or more of their named customer accounts. If, after the SPA has opened a customer incident ticket and is unable to identify the issue and match it to the Caregility knowledge database of resolution steps to known and common issues, he/she will escalate the ticket to the SPM for more comprehensive issue identification and troubleshooting. The SPM is to try to fully identify and resolve the issue as quickly as possible to internal Operational Level Agreements (OLAs) as well as customer Service Level Agreements (SLAs)
When the SPM can't be fully identify or resolve an issue, he/she initiates a "Swarm" with other technical and clinical experts in Caregility who are most familiar with issue category and most likely to be able to help identify and resolve the issue. In addition to being an active participant in the Swarm, the SPM also tracks progress towards resolution and keeps communications flowing with customers affected by the issue until resolution is complete. Tracking progress towards resolution includes issues that are turned over to Caregility Development to develop a fix or a patch because the issue is a bug or a hardware defect
In addition to triaging and resolving issues for their named customer accounts, the SPM is also responsible for proactively monitoring each of the accounts to understand their usage and performance with Caregility products and to look for patterns of issues or potential issues that can be addressed ahead of time with preventative or optimization initiatives
This position requires regular planning and teamwork within the Support team and with other departments throughout Caregility in order to support customer issues
Answer technical and logistical questions pertaining to Caregility product and services
Maintain records of support requests and specific needs for various customers
Communicate with end users to assist with diagnosing and repairing issues remotely
Respond with a sense of urgency when receiving customer correspondence as our customers are in the business of caring for patients
Ensures all assigned trouble tickets are resolved to Customer Satisfaction. Trouble shooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution
Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents
Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner
Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary
Responsible for working with internal and external resources to dispatch hardware to customer location as necessary
Some weekend and holiday work is required as part of a rotating schedule
Qualification
Required
Bachelor's degree in engineering, computer science, information management or related fields
4+ Years of experience in technical support role
Healthcare industry experience desired
Virtual care experience highly desired
Experience with ServiceNOW or other issue tracking and management software
The SPM is the escalation of technical support for issues from the SPAs
The SPM should have the technical skills and ability to understand and triage complex issues and problems and be able to resolve most of them without having to initiate a Standard Swarm
The SPM should also have the ability to understand the context of how Caregility customers use our products to support their programs to deliver patient care and how issues negatively impact their programs
When a Swarm is initiated by the SPM, the SPM continues to work on the issue as part of the team, as they are responsible for seeing the issue to resolution
The SPM must have strong process management skills, written and verbal skills, collaboration and teamwork skills, as well as strong ability to research, analyze and solve complex technical issues
The SPM should also have strong customer service skills and a drive to excel in satisfying our customers
Knowledgeable in Caregility Product applications
Knowledgeable in Healthcare 3rd party integration (eCare, EPIC)
Knowledge of video conferencing audio and video technologies
Knowledge of Operating systems, particularly Linux
Knowledge of networks including wireless connectivity
Knowledge of cloud platforms, software and hardware and how they interact with each other in the context of Caregility products
Knowledge of the clinical use cases that customers have using Caregility products and services
High levels of professionalism and Integrity
High ability to work as a team
Ability to listen to, understand and relate to customers when they are experiencing issues
Excellent problem-solving skills
Ability to work under stress
Attention to detail
Extensive use of business computer systems including Microsoft Office applications as well as Support software including Service Now
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area may be required
Must be willing to complete background checks and drug tests as required by current or future contracts and monthly exclusion checks
Must be willing to apply for security clearances if needed
Preferred
Valid passport desired
Valid U.S. driver's license desired
Benefits
401k
Flex 125 plans
Company
Caregility
Caregility is a clinical collaboration and communications company focused on enabling the shortest and fastest path of care for patients.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$50.1MKey Investors
Star Mountain Capital
2025-09-23Series C· $25.1M
2022-01-11Series Unknown· $25M
Leadership Team
Ronald Gaboury
Co-Founder, Chairman & CEO
Tod Nestor
CFO
Recent News
Precedence Research
2025-11-07
Company data provided by crunchbase