Director, Software Reliability and Support Engineering

McKesson is an impact-driven Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights products and services that make 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 McKesson matters. We foster a culture where you can grow make an impact and are empowered to bring new ideas. Together we thrive as we shape the future of health for patients our communities and our people. If you want to be part of tomorrows health today we want to hear from you.

Position Summary

The Director of Software Support & Technical Operations is responsible for the strategy execution and continuous improvement of Level 2 and Level 3 support for the companys healthcare software products. This role ensures reliable compliant and highquality support for missioncritical systems used in healthcare environments. The Director leads highly skilled technical teams bridges product engineering and customerfacing support and drives operational excellence scalability and customer satisfaction. Embraces technology particularly the use of AI to enhance the customer experience.

This position requires a balance ofpeople leadership deep software understanding and strong operational discipline with particular emphasis on managing ahighly technical Level 3 teamand an experiencedLevel 2 team with deep product expertise.

Key Responsibilities

Leadership & Strategy

• Own the overallLevel 2 and Level 3 support strategy aligning support operations with business objectives customer expectations and regulatory requirements in healthcare.
• Build lead mentor and retain highperforming technical teams including managers and senior individual contributors.
• Establish clear roles responsibilities career paths and skill progression for Level 2 and Level 3 support staff.
• Foster a culture of accountability continuous improvement and collaboration across Support Engineering Product and Customer Success.

Level 3 Support Oversight (Advanced Technical Support)

• Lead ahighly skilled technical teamresponsible for complex defect analysis deep troubleshooting root cause analysis and advanced remediation.
• Serve as the executive escalation point 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 postincident reviews and corrective action plans are completed and tracked.

Level 2 Support Oversight (Advanced Product Support)

• Oversee Level 2 support which serves as a step up from Level 1 and providesdeep 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 handoff processes and documentation standards between Level 1 Level 2 and Level 3.
• Improve firsttime resolution rates and reduce unnecessary escalations through training and process improvements.

Operational Excellence

• 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 healthcare compliance requirements (e.g. HIPAA data privacy security standards).
• Own incident management processes including oncall rotations severity definitions and communications.

CrossFunctional 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 provide customerdriven insights trends and improvement opportunities.
• Collaborate with Customer Success and Account teams on highimpact customers and strategic initiatives.

Required Qualifications

• Bachelors degree in Computer Science Engineering or a related 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 leadingLevel 2 and Level 3 support teamsfor complex software products.
• Strong understanding of modern software systems including cloudbased architectures APIs databases and production operations.
• Experience supporting software in regulated environments preferably healthcare or similarly complex industries.
• Demonstrated ability to manage escalations lead incident response and drive longterm quality improvements.

Preferred Qualifications

• Experience supporting healthcare software products or platforms used in clinical financial or operational healthcare 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 enterprise software company.

Key Competencies

• Executivelevel communication and stakeholder management
• Strong people leadership and talent development
• Analytical and datadriven decision making
• Calm decisive leadership during highseverity incidents
• Customerfocused mindset with strong technical credibility

We are proud to offer a competitive compensation package at McKesson 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 range shown below is aligned with McKessons pay philosophy and pay will always be compliant with any applicable regulations. In addition to base pay other compensation such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson pleaseclick here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all 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) or (Canada) . Resumes or CVs submitted to this email box will not be accepted.

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