Support Engineer Manager - Full Time - Hybrid

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700 urgent care clinics across the country. We create maintain and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments to checking in to clinical documentation and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits Comprehensive coverage starts first day of employment and includes Medical Dental/Orthodontia and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling legal resolution financial education pet adoption assistance identity theft and fraud resolution and so much more.
• Flexibility Experity is committed to helping team members face the demands of juggling work family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge relax and spend time with loved ones.
• Career Development Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building We bring our Team Members together when we can to strengthen the team build relationships and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Compensation: Budgeted between $90900 and $115000 dependent upon years of applicable experience.

Responsibilities:

• Oversee daily operations of Tier III support ensuring timely resolution of critical customer issues escalations and systemic incidents.

• Hire mentor and develop a high-performing team of support engineers.

• Act as the escalation point for high-impact technical issues driving collaboration across Engineering Product and Support to ensure rapid resolution and post-incident follow-up.

• Lead root cause analysis efforts for recurring issues and work cross-functionally to ensure systemic improvements are implemented.

• Represent the customer and support perspective in product development cycles beta programs and major releases.

• Build and maintain deep internal technical documentation and knowledge-sharing practices across support tiers.

• Continuously assess and evolve tooling workflows and data usage to improve efficiency visibility and resolution times.

• Deliver regular reports on issue trends team performance and customer impact to executive leadership.

• When necessary participate in customer conversations to provide transparency expertise and reassurance during major incidents or escalations.

• Other duties as assigned.

Travel:

• Ability to travel as needed

Education and Experience:

• Bachelors degree or equivalent combination of education and experience.

• Five years in technical support engineering or operations roles with 2 years in a leadership capacity.

• Strong technical acumen with working knowledge in areas such as APIs databases and cloud infrastructure.

• Track record of managing escalations with cross-functional teams and executive stakeholders.

• Exceptional problem-solving communication and crisis management skills

• Demonstrated ability to lead through ambiguity and scale complex operations.

• Experience implementing best-in-class support practices (e.g. RCA incident command KCS continuous improvement).

Every Team Member Exhibits Our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Required Experience:

Manager