Technical Support Manager at ClearDATA

| Austin
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Technical Support Manager

ClearDATA is seeking a dynamic team leader who wants to use their management passion and skills to truly make a difference in healthcare!

You will be managing the Cloud computing-technical team who is responsible for onboarding and supporting our Mid-Market to Large Enterprise clients on the ClearDATA AWS, Azure or Google Cloud platforms. This position reports to our Director, Customer Support.

What You’ll Do:

  • Build, lead, develop and coach an AWS, Azure or Google Cloud -focused team of technical admins, engineers, and architects in support of mid market to large enterprise clients 24x7.
  • Drive continuous improvement and operational discipline through collaborative and proactive activities across Product, Sales, Account Management, and Operational Excellence organizations.
  • Develop a deep understanding of the enterprise customer base relative to their solutions, business drivers, success criteria, and long-term strategy.
  • Lead team in driving customer satisfaction
  • Lead and ensure the team is highly trained in all services and following procedures and protocols prescribed in the ClearDATA delivery model.
  • Lead the mitigation of delivery risks & issues.
  • Manage tightly to Key Performance Indicators (KPIs), regularly reporting on them and associated corrective actions and insights.
  • Educate customers on ClearDATA services and translate those into a clear business value proposition.
  • Take a data-driven approach, to the incident and problem management.

What You’ll Need:

  • 8+ years of technical experience with significant personal capability in AWS, Azure or Google Cloud
  • 5+ years in building and managing high-performing technical teams
  • 5+ years of customer support leadership experience for Enterprise Accounts in customer-facing roles.
  • A Bachelor's degree in a related field
  • High degree of technical and business acumen
  • Demonstrated ability to work creatively and analytically in meeting customer needs.
  • A proven track record of managing and delivering enterprise IT projects.
  • Excellent written and verbal communication skills, including group leadership and executive presentations.

What Will Make You Stand Out:

  • Additional technical capability in AWS, Azure or GCP
  • Experience leading Cloud Support, DevOps or CloudOps teams
  • Experience in Cloud Healthcare Hosting Solutions
  • Experience working with HIPAA regulations

Why You’ll Like Working Here:

  • A dynamic company that rewards high-performers
  • Be on the cutting edge of new technologies and services
  • Collaborative team environment that values multiple perspectives and fresh thinking
  • Servant leadership Management
  • Business-casual dress code
  • Flexible working hours
  • Medical, Dental, Vision, HSA, Life and 401(k)
  • Stock options
  • Unlimited Vacation
  • Competitive base, and bonus structure

ClearDATA is an EEO/AA employer M/F/V/D

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Location

We are located in the center of downtown Austin, corner of 6th & Congress. Our funky office space is in the Scarbrough Building, built in 1909.
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