XiFin, Inc. · 4 hours ago
Manager, Technical Customer Support
San Diego, CA
Full-time
Onsite
Mid, Senior Level
$82K/yr - $107K/yrXiFin, Inc. is focused on transforming healthcare through innovative technologies. The Manager of Technical Customer Support is responsible for leading the support team, resolving technical issues, and driving customer satisfaction through effective management and proactive case handling.
Enterprise SoftwareHealth CareHealth DiagnosticsInformation TechnologyMedical DeviceSoftware
Responsibilities
Manage and mentor the Technical Customer Support team through day-to-day leadership, coaching, and training
Serve as an escalation point and provide hands-on technical support when needed
Prioritize workloads and manage multiple initiatives in a fast-paced, customer-facing environment
Actively participate in frontline support by managing a Salesforce case queue, responding to customer chats, and handling inbound phone calls
Proactively contact customers by phone to ensure timely resolution and strong customer engagement
Drive case resolution with a focus on resolving issues prior to escalation to Level 2 support
Oversee case management processes to ensure prompt resolution, clear communication, and effective corrective actions
Analyze Salesforce data, case trends, and support volumes to identify opportunities to improve product quality and customer satisfaction
Develop and present dashboards, reports, and statistical analyses to track team performance and key operational metrics
Perform and lead root cause analysis to identify systemic issues
Recommend short-term fixes and long-term preventive solutions
Partner with internal teams to reduce case volume, eliminate recurring issues, and improve support workflows
Collaborate with Engineering, Product, and other internal teams to improve product quality, efficiency, testability, and maintainability
Contribute customer insights and support data to influence product development and prioritization
Support cross-departmental initiatives focused on process improvement and operational excellence
Execute database scripts and stored procedures to resolve data-related customer issues and service requests
Assist with technical troubleshooting across application and data layers as needed
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical field preferred
Experience leading or managing a technical customer support or service desk team
Hands-on experience providing Level 1 technical and database support
Working knowledge of Salesforce case management or similar CRM tools
Experience analyzing support metrics, trends, and operational data
Experience executing database scripts and stored procedures
Familiarity with application-level and data-layer troubleshooting
Benefits
Comprehensive health benefits including medical, dental, vision, and telehealth
401(k) with company match and personalized financial coaching to support your financial future
Health Savings Account (HSA) with company contributions
Wellness incentives that reward your preventative healthcare activities
Tuition assistance to support your education and growth
Flexible time off and company-paid holidays
Social and fun events to build community at our locations!
Company
XiFin, Inc.
XiFin is a healthcare information technology company that empowers healthcare organizations to navigate an increasingly complex and evolving healthcare landscape.
Founded in 1997
1001-5000 employees
H1B Sponsorship
XiFin, Inc. 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 (6)
2024 (6)
2023 (8)
2022 (6)
2021 (6)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$8MKey Investors
Goldman SachsWindward Ventures
2025-09-03Series Unknown
2014-07-30Acquired
2006-09-11Series D· $2M
Leadership Team
Erik Sallee
EVP and Chief Financial Officer
Jeff Carmichael
Senior Vice President Of Engineering
Recent News
Company data provided by crunchbase