Caregility · 4 hours ago
Sr. Support Program Manager
United States
Full-time
Onsite
Mid, Senior Level
4+ years expCaregility is a telehealth solution provider connecting care everywhere. The Sr. Support Program Manager role focuses on providing high-level customer service and technical support to Caregility customers, ensuring effective resolution of issues related to virtual care programs.
Health CareHospital
No H1B
Responsibilities
Provide a high level of customer service and support to Caregility customers when they are experiencing problems and issues with using Caregility products and services to run their virtual care programs
Provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues, and collaborating with other internal technical and clinical experts when issues require a deeper investigation and/or Caregility to develop a patch or fix
Serve as the primary point of contact for a set of named customer accounts regarding any active and ongoing issues that are interfering with their program success, collecting any additional information about the issues and giving progress and status reports on their resolution
Manage the support relationship with all of their named customer accounts, as part of the three-person Program Management assigned to each Caregility customer
Track progress towards resolution and keep communications flowing with customers affected by the issue until resolution is complete
Proactively monitor 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
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
Ensure all assigned trouble tickets are resolved to Customer Satisfaction
Troubleshooting 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
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
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