Director Technical Support Engineering

Strategy

• Define and execute the Tier 3 support strategy for EnterpriseRX, ensuring alignment with business, product, and technical roadmaps

• Lead advanced support processes including complex case resolution, major incident management, and problem management

• Establish governance frameworks and standardized ITIL-aligned operational practices

• Build scalable operational plans to support evolving products and commercial growth

Advanced Technical Support & Problem Resolution

• Oversee resolution of the most complex EnterpriseRX platform and application issues

• Own the escalation path into Engineering, Product, and Infrastructure teams

• Drive structured Root Cause Analysis (RCA) and long-term problem prevention

• Collaborate with EnterpriseRX Product & Engineering on defect trends, systemic issues, and automation opportunities

• Serve as the primary operational liaison for EnterpriseRX across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders

• Lead major incident response, triage, and executive communication for EnterpriseRX impacting events

• Partner with commercial teams to resolve high-impact customer escalations and improve customer experience

Team Leadership & Development

• Lead and build a high performing team of managers, SMEs, and Tier 3 analysts with deep knowledge of EnterpriseRX supported platforms

• Develop competency models, technical training pathways, and succession planning for critical roles

• Build a culture of excellence, accountability, innovation, and customer focus.

• Mentor and develop talent across the level 3 support organization

• Lead and manage 3rd party resources via SOW outcomes, metrics, and SLAs

Governance & Budget

• Own escalation protocols, documentation standards, and regulatory compliance for EnterpriseRX operations

• Manage the Tier 3 operations budget, vendor strategies, and tooling investments

• Ensure alignment with healthcare compliance standards including HIPAA and PCI

Performance Management and Metrics

• Own Tier 3 KPIs including SLA attainment, backlog health, incident reduction, and defect resolution cycles

• Lead operational business reviews with CSI and executive partners.

• Develop dashboards and analytics that articulate platform and support trends

• Oversee advanced capacity planning and forecasting for high-skill technical teams

Bachelor's degree in Computer Science, Information Systems, or related field preferred. Master's degree a plus

Critical Skills

• 12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms.

• 4+ years of management experience leading managers, technical teams, or senior-level support specialists.

• Demonstrated success leading high-severity incidents, RCA, and cross-functional technical resolution.

• Strong analytical skills with experience designing KPIs, dashboards, and operational review cycles.

• Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives.

• Strong executive presence with the ability to communicate clearly to technical and business leadership.

• Expertisein Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals.

• ITIL-aligned service management knowledge across incident, problem, change, and knowledge management.

• Ability to interpret logs, API behaviors, integrations, and platform telemetry.

• SQL proficiency or familiarity, with the ability to guide and validate technical investigations.

• Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.

Additional Knowledge & Skills

• Strong process optimization and continuous improvement mindset.

• Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively

• Business/Financial Acumen

• Analysis/Problem Solving /Negotiation

• Self-motivated and demonstrates personal commitment and drive to meet or exceed objectives.

• Strong organization skills to execute on job expectations and priorities.

• Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication.

• Influential communicator with focus on active listening and customizing messages appropriately for differing audiences.

• Must be able to identify individual customers' needs and provide solutions based on those needs.

• Must be a team player and have a demonstrated history of leadership within a team environment.

• Flexibility and willingness to adapt to successfully navigate a complex ever changing work environment.

• Experience in the retail/distribution, healthcare delivery, pharmacy, benefits or insurance industry helpful and preferred.

Candidates must be authorized to work in USA. Sponsorship is not available for this role.

Work Conditions

Office Hybrid

Must maintain a regular presence in Las Colinas, TX HQ

This role offers location flexibility and is open to candidates across the United States.

Candidates based in the Dallas-Fort Worth (DFW) area will be hired in a hybrid capacity and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific inoffice days may be designated based on team needs and business priorities.