Health Gorilla is hiring a Senior Manager, Technical Solutions & Support Engineering

Senior Manager, Technical Solutions & Support Engineering At Health Gorilla, Support is a client-facing technical function responsible for diagnosing complex healthcare interoperability issues, protecting client trust, and turning recurring problems into better systems. We are looking for a Senior Manager, Technical Solutions & Support Engineering to lead our post-sale technical support function. This is a hands-on player-coach role for someone who can manage a distributed team while personally stepping into complex escalations involving APIs, healthcare data exchange, EHR integrations, lab workflows, and client-facing ambiguity. You will own how Support triages work, escalates issues, uses AI, documents knowledge, monitors operational performance, and partners across teams to improve client outcomes. What you will do at Health Gorilla: Lead the Support function ● Lead, coach, and develop a distributed support team, setting clear expectations for ticket quality, investigative rigor, client communication, prioritization, escalation discipline, and follow-through. ● Define role clarity across front-line support, technical escalation, cross-functional support paths, and leadership coverage. Own complex technical escalations ● Personally engage in high-impact escalations involving APIs, HL7/FHIR/C-CDA, SFTP, patient search, query behavior, lab workflows, EHR integrations, and healthcare data exchange. ● Help the team distinguish between break-fix issues, configuration problems, implementation gaps, product defects, training needs, enhancement requests, and scope or commercial questions. ● Translate complex technical findings into clear, calm, client-ready updates for technical and non-technical stakeholders. Build the support operating model ● Define what Support owns and when work should route to Implementation, Product, Engineering, Solution Architecture, or Client Experience. ● Create practical intake rules, handoff gates, escalation paths, severity definitions, and prioritization frameworks. ● Build a business-impact-based triage model so the team prioritizes strategic clients and high-severity issues without relying on first-in-first-out or “loudest client wins” logic. ● Partner with Implementation, Solution Architecture, and Client Experience to clarify warranty boundaries, post-go-live ownership, client health context, and escalation risk. Measure and monitor support health ● Build dashboards and operating rhythms to track ticket volume, backlog age, severity mix, response and resolution times, escalations, reopen rates, and client-level patterns. ● Proactively monitor transaction volumes, shareback performance, error trends, latency, and other operational signals that may indicate client risk before a ticket escalates. ● Use analytics to identify repeat issues, capacity constraints, misrouted work, and opportunities to automate, deflect, reroute, or address root causes upstream. Build AI-enabled support and knowledge systems ● Lead practical AI adoption across Support, focused on triage, context retrieval, documentation, draft response support, escalation detection, and repeat-issue deflection. ● Build AI-ready knowledge infrastructure: current runbooks, reusable troubleshooting workflows, structured client context, Markdown instruction files, and quality-reviewed knowledge bases. ● Establish human-in-the-loop review standards so AI improves accuracy, consistency, and speed without creating client or compliance risk. What you bring to the role: ● 8+ years in technical support, support engineering, solutions engineering, technical implementation, customer engineering, or technical customer delivery for B2B SaaS, health tech, healthcare data, or enterprise software, including 3+ years leading customer-facing technical teams. ● Hands-on experience troubleshooting APIs, healthcare data exchange, integrations, logs, configuration, customer environments, or production workflows, with familiarity across FHIR, HL7, C-CDA, EHR integrations, SFTP, lab workflows, HIEs, or related infrastructure. ● Demonstrated ability to build support processes, escalation paths, quality standards, ticket taxonomies, SLAs, prioritization frameworks, dashboards, and operating rhythms. ● Strong judgment in distinguishing urgent from important, strategic from transactional, and support-owned from cross-functional. ● Ability to translate technical complexity into clear, client-ready communication with high EQ in ambiguous, high-pressure environments. ● Practical experience using AI, automation, analytics, scripting, or workflow tooling to improve support, implementation, documentation, or customer operations. Preferred and differentiating experience ● Experience with lab networks, HIEs, payer-provider data exchange, value-based care, or clinical data platforms. ● Experience with SQL, Postman, API debugging, Databricks, Snowflake, Jira, Salesforce, Zendesk, Service Cloud, or similar tools. ● Familiarity with HIPAA, SOC 2, PHI handling, and secure healthcare data workflows. ● Experience building AI-enabled support workflows, internal agents, Markdown-based instructions, automated triage, operational monitoring, or reusable troubleshooting playbooks. What You Will Love About Us! ● Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $152,600 to $187,500, based on experience and geography. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range. ● New hire stock option grant ● 401(k) plan with discretionary matching (historically matched at 3%) ● Unlimited PTO plus 12 Holidays ● Medical, dental, and vision insurance for you and your family ● Short-, long-term disability, and life insurance ● Optional: Pet Insurance, Legal Services, and Credit Monitoring ● Mental health and wellness support ● Paid parental leave (up to 12 weeks) ● Monthly stipend for phone and internet ● Use of an Apple Laptop plus a $400 stipend for additional equipment