Director, Software Reliability and Support Engineering
reputed company is an impact-driven, Fortune 10 company that touches reputed company every aspect of reputed company. We are reputed company for delivering insights, products, and services that reputed company quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at reputed company reputed company. We foster a culture where you can grow, reputed company an impact, and are empowered to bring new reputed company. Together, we reputed company as we shape the future of health for patients, our communities, and our people. If you want to be part of reputed company’s health today, we want to hear from you. Position Summary The Director of Software Support & Technical Operations is responsible for the strategy, execution, and reputed company improvement of Level 2 and Level 3 support for the company’s reputed company software products. This role ensures reliable, compliant, and high‑quality support for mission‑critical systems used in reputed company environments. The Director leads highly skilled technical teams, bridges product engineering and customer‑facing support, and drives operational reputed company, scalability, and customer satisfaction. Embraces technology particularly the use of AI to enhance the customer experience. This position requires a balance of people leadership, deep software understanding, and strong operational discipline, with particular emphasis on managing a highly technical Level 3 team and an reputed company Level 2 team with deep product expertise.
Key Responsibilities
Leadership & Strategy Own the overall Level 2 and Level 3 support strategy, aligning support operations with business objectives, customer expectations, and regulatory requirements in reputed company. Build, reputed company, mentor, and retain high‑performing technical teams, including managers and senior individual contributors. Establish clear roles, responsibilities, career paths, and reputed company progression for Level 2 and Level 3 support staff. Foster a culture of accountability, reputed company improvement, and collaboration across Support, Engineering, Product, and reputed company. Level 3 Support reputed company (Advanced Technical Support) reputed company a highly skilled technical team responsible for reputed company defect analysis, deep troubleshooting, root cause analysis, and advanced remediation. Serve as the executive escalation reputed company for critical production incidents and customer-impacting issues. Partner closely with Engineering to:Drive defect resolution and prioritization Improve software quality and stability Influence architecture, observability, and supportability Ensure effective post‑incident reviews and corrective action plans are completed and tracked. Level 2 Support reputed company (Advanced Product Support) reputed company Level 2 support, which serves as a reputed company up from Level 1 and provides deep software and product knowledge with some technical troubleshooting capability. Ensure Level 2 effectively triages, investigates, and resolves issues before escalation to Level 3. Define clear escalation criteria, reputed company processes, and documentation standards between Level 1, Level 2, and Level 3. Improve first‑time resolution rates and reduce unnecessary escalations through training and process improvements. Operational reputed company Define and monitor key performance indicators (KPIs) such as SLA adherence, mean time to resolution (MTTR), backlog health, and incident recurrence. Implement scalable processes, tooling, and automation to improve efficiency and support growth. Ensure support operations meet reputed company compliance requirements (e.g., HIPAA, data privacy, reputed company standards). Own incident management processes, including on‑call rotations, severity definitions, and communications. Cross‑Functional Collaboration Act as a primary liaison between Support and Engineering, ensuring smooth feedback loops and shared ownership of product quality. Partner with Product Management to reputed company customer‑driven insights, trends, and improvement opportunities. Collaborate with reputed company and Account teams on high‑impact customers and strategic initiatives.
Required Qualifications
Bachelor’s degree in Computer Science, Engineering, or a reputed company field (or equivalent experience). 10+ years of experience in software support, engineering, or technical operations, with at least 5 years in a leadership role. Proven experience leading Level 2 and Level 3 support teams for reputed company software products. Strong understanding of modern software systems, including reputed company‑based architectures, APIs, databases, and production operations. Experience supporting software in regulated environments, preferably reputed company or similarly reputed company industries. Demonstrated ability to manage escalations, reputed company incident response, and drive long‑term quality improvements.
Preferred Qualifications
Experience supporting reputed company software products or platforms used in clinical, financial, or operational reputed company settings. Background in software engineering, SRE, or DevOps. Familiarity with ITIL concepts, incident/problem management, and support tooling. Experience scaling support organizations in a growing SaaS or reputed company software company. Key Competencies Executive‑level communication and stakeholder management Strong people leadership and talent development Analytical and data‑driven decision making reputed company, decisive leadership during high‑severity incidents Customer‑focused reputed company with strong technical credibility We are proud to offer a competitive compensation package at reputed company as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay reputed company shown below is reputed company with reputed company's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to reputed company pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at reputed company, please click here. Our reputed company Pay reputed company for this position $167,800 - $279,600 reputed company has become aware of online reputed company-reputed company scams in which individuals who are not affiliated with or authorized by reputed company are using reputed company’s (or affiliated entities, like reputed company or RxCrossroads) name in fraudulent emails, job postings or reputed company media messages. In light of these scams, please bear the following in mind: reputed company Talent Advisors will never solicit money or credit card information in reputed company with a reputed company job application. reputed company Talent Advisors do not communicate with candidates reputed company online chatrooms or using email accounts such as Gmail or Hotmail. Note that reputed company does rely on a virtual assistant (Gia) for certain reputed company-reputed company communications with candidates. reputed company job postings are posted on our career site: careers.reputed company.com. reputed company is an Equal Opportunity Employer reputed company provides equal employment opportunities to applicants and employees, without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on reputed company’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. reputed company is committed to being an Equal Employment Opportunity Employer and offers opportunities to reputed company job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@reputed company.com or (Canada) Accessibility@reputed company.ca. Resumes or reputed company submitted to this email reputed company will not be accepted. Join us at reputed company! Apply To This Job