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Job Description
Who We Are:
PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market. Its subsidiary, pVerify, is an industry-leading insurance verification solution. We are experiencing rapid growth at the intersection of software and healthcare industries. We seek talented team members to seize these opportunities and enhance the healthcare experience for patients and providers. Join DoseSpot and pVerify for a chance to be part of a fun, growing team, benefit from strong market tailwinds, and ensure timely, error-free delivery of mission-critical prescriptions and verifications.
The Role:
The Director of Customer Support Engineering will lead and expand a global team responsible for resolving complex technical issues, building customer trust, and representing the technical voice of the customer. This leader will define support engineering strategies, streamline processes, and develop a high-performing team skilled in troubleshooting integrations and customer communication.
This role will collaborate closely with Product, Engineering, and Customer Success teams to incorporate feedback, prioritize fixes, and deliver a seamless customer experience. It combines leadership, technical expertise, and strategic vision to provide exceptional support and drive continuous process, tool, and team improvements.
What You’ll Do:
Lead and mentor Support Managers and their teams, fostering a culture of accountability, technical excellence, and customer-first mindset.
Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure effective issue resolution and proactive support.
Develop and refine incident management, escalation protocols, and root cause analysis processes.
Implement support metrics (SLAs, CSAT, NPS, backlog) and leverage data to enhance performance.
Identify recurring customer issues and work with Engineering/Product to address root causes.
Serve as escalation point for complex technical issues requiring deep product knowledge.
Guide troubleshooting, log analysis, API debugging, and integration support efforts.
Ensure customer feedback influences product roadmap discussions.
Lead technical enablement programs for support and customer-facing teams.
Represent the company in critical customer conversations and executive briefings.
Develop proactive support strategies, including health checks, monitoring, and customer education.
Coordinate with leadership and other departments on annual planning, headcount, growth areas, and hiring strategies.
What You’ll Bring: Minimum 10 years in technical support or engineering roles, with at least 5 years in leadership managing managers and high-performing teams.
Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
Deep technical expertise in cloud-based, data-driven web applications, including software integrations, points of failure, and complex environments. Experience with Microsoft Azure PaaS, SQL Server, RESTful APIs, and full-stack development (React, C#).
Growth mindset, fostering continual improvement and adoption of innovative tools like GenAI, AgenticAI, and custom solutions.
Experience in regulated industries (healthcare), with knowledge of security, data protection, compliance, and access control.
Core competencies include strategic support engineering, problem-solving in high-stakes situations, influencing long-term customer retention, and leading global technical teams.
You Will Enjoy This Role If: You thrive on developing leaders and shaping a culture of excellence in technical teams.
You enjoy solving complex problems and creating systemic solutions.
You take pride in representing the customer’s voice, turning challenges into loyalty and product improvements.
Benefits & Perks: Remote work, flexible schedule, annual offsite, generous leave including paid holidays, sick, parental leave, medical/dental/vision insurance, FSA & HSA, 401(k) match, workspace stipend, and more. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to protected characteristics. Compensation Range: $185K - $235K
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Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure effective issue resolution and proactive support.
Develop and refine incident management, escalation protocols, and root cause analysis processes.
Implement support metrics (SLAs, CSAT, NPS, backlog) and leverage data to enhance performance.
Identify recurring customer issues and work with Engineering/Product to address root causes.
Serve as escalation point for complex technical issues requiring deep product knowledge.
Guide troubleshooting, log analysis, API debugging, and integration support efforts.
Ensure customer feedback influences product roadmap discussions.
Lead technical enablement programs for support and customer-facing teams.
Represent the company in critical customer conversations and executive briefings.
Develop proactive support strategies, including health checks, monitoring, and customer education.
Coordinate with leadership and other departments on annual planning, headcount, growth areas, and hiring strategies.
What You’ll Bring: Minimum 10 years in technical support or engineering roles, with at least 5 years in leadership managing managers and high-performing teams.
Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
Deep technical expertise in cloud-based, data-driven web applications, including software integrations, points of failure, and complex environments. Experience with Microsoft Azure PaaS, SQL Server, RESTful APIs, and full-stack development (React, C#).
Growth mindset, fostering continual improvement and adoption of innovative tools like GenAI, AgenticAI, and custom solutions.
Experience in regulated industries (healthcare), with knowledge of security, data protection, compliance, and access control.
Core competencies include strategic support engineering, problem-solving in high-stakes situations, influencing long-term customer retention, and leading global technical teams.
You Will Enjoy This Role If: You thrive on developing leaders and shaping a culture of excellence in technical teams.
You enjoy solving complex problems and creating systemic solutions.
You take pride in representing the customer’s voice, turning challenges into loyalty and product improvements.
Benefits & Perks: Remote work, flexible schedule, annual offsite, generous leave including paid holidays, sick, parental leave, medical/dental/vision insurance, FSA & HSA, 401(k) match, workspace stipend, and more. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration without regard to protected characteristics. Compensation Range: $185K - $235K
#J-18808-Ljbffr