Role Overview:
We are seeking a Tech Lead (5–14 yrs experience) to design, build, and scale the technology
foundation for our Support Excellence function. This role sits at the intersection of engineering,
product, and operations ensuring that our internal teams and, eventually, our end users
experience seamless, efficient, and data-driven support.
You will lead a small but high-impact team of engineers, own the support tooling roadmap, and
implement solutions that handle ticket triage, data quality issues, automation, and integrations
with our healthcare SaaS platform.
This is a hands-on technical leadership role ideal for someone who thrives on solving
operational challenges through technology, building frameworks from scratch, and enabling
customer-facing and internal support teams to scale effectively.
Key Responsibilities
1. Build & Enhance Support Platform:
● Own the engineering roadmap for support tooling — ticketing systems, triage workflows,
knowledge bases, and automation bots.
● Design and implement scalable support frameworks, ensuring fast triage, data-driven
escalation, and high-quality resolution.
● Integrate support tooling with product backend, CMS, and analytics systems to enable
context-aware assistance.
2. Technical Leadership & Delivery:
● Lead a small team of engineers (SEs and SSEs), providing guidance on design, architecture,
and coding standards.
● Stay hands-on with coding and reviews while enabling the team to deliver high-quality,
maintainable solutions.
● Partner closely with Program Managers and Business Analysts to translate requirements
into technical execution.
3. Automation, Data & AI-Driven Support:
● Implement automation workflows (bots, routing, notifications) to reduce manual load and
optimize SLA adherence.
● Drive the adoption of AI/ML solutions for ticket classification, triage, and predictive
resolution.
● Build analytics dashboards to track support KPIs (FRT, TTR, resolution quality).
● Partner with Product Managers, Designers, and Engineers to ensure delivery fidelity.
● Restore transparency and speed between business stakeholders and tech teams.
4. Cross-functional Collaboration:
● Work with Product, QA, Customer Success, and Ops to ensure support needs are captured
early in the roadmap.
● Serve as the engineering voice in discussions on escalation flows, release readiness, and
customer-facing support enablement.
● Collaborate with content and ops teams to power self-service experiences (knowledge
bases, FAQs, in-app help).
5. Documentation & Knowledge Management:
● Maintain technical documentation for support tooling, workflows, and integrations.
● Contribute to knowledge bases (internal + external) alongside ops and content teams.
● Foster a documentation-first culture to enable faster onboarding and smoother
collaboration.
What We’re Looking For
Must-Have
● 5–7 years of experience in software engineering, with at least 2+ years in a senior/lead
role.
● Proven track record in building internal platforms, support tools, or automation systems.
● Strong technical skills: Python/Node/Java, SQL, cloud services (AWS/GCP), and integration
experience with ticketing/support platforms (e.g., Zendesk, Freshdesk, ServiceNow, Jira
Service Management).
● Experience leading small teams and owning delivery from design → build → release.
● Excellent problem-solving skills with a bias for execution in fast-paced environments.
Nice to Have
● Exposure to SaaS or healthcare platforms with multi-tenant architecture.
● Familiarity with AI/ML-driven support solutions (classification, prediction, NLP chatbots).
● Hands-on experience with support metrics and dashboards (CSAT, SLA adherence, TTR).
● Knowledge of documentation frameworks (Confluence, Notion, Git-based wikis).
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