Position Summary:
Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.
In the Technical Operations Specialist position, you’ll serve as the technical bridge between Product Management, Engineering, Customer Success, and Operations to ensure successful implementation, adoption, and ongoing support of the TELS Platform. You'll lead the operational execution of technical initiatives that require deep product expertise, including customer implementations, integrations, advanced technical support, and process improvements. By partnering across teams, you'll improve operational efficiency, enhance the customer experience, and support scalable platform adoption.
Skills Needed:
Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
Applies AI and Technology - Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most.
Effectively Collaborates - Forges strong partnerships and works productively with others to achieve common goals. Finds common ground to solve problems and seeks out diverse perspectives to inform decisions. Quickly earns trust, puts others at ease, and shows empathy.
Demonstrated ability to communicate complex technical concepts clearly to technical and non-technical audiences.
What You’ll Do and Impact:
Provide Tier 3 technical support by investigating complex customer issues, validating product behavior, identifying configuration or operational solutions, and partnering with Engineering to resolve product defects and software issues.
Coordinate technical implementations and integration projects, including API onboarding, SFTP connections, Single Sign-On (SSO), platform configuration, project timelines, customer communications, and launch readiness.
Support product launches and customer implementations by validating processes, testing new functionality, maintaining technical documentation, and enabling Customer Success and Operations teams.
Improve operational efficiency by leveraging AI, standardizing support processes, and analyzing operational trends to recommend process improvements and product enhancements.
Serve as the primary technical resource for advanced platform configuration, reporting, integrations, authentication, permissions, and customer-specific technical inquiries.
Partner across Product Management, Engineering, Customer Success, Sourcing, Marketing, and external partners to coordinate integrations, maintain clear ownership and escalation paths, and support successful platform delivery.
Experience:
Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
3+ years of experience supporting SaaS platforms, technical implementations, system integrations, or technical operations.
Experience supporting customer implementations, integrations, or software deployments.
Experience troubleshooting technical issues and communicating solutions to technical and non-technical audiences.
Experience collaborating with cross-functional teams, including Product Management, Engineering, Customer Success, and third-party vendors.
Working knowledge of SQL for troubleshooting, reporting, and data analysis.
Experience leveraging AI tools to improve operational efficiency and automate workflows preferred.
Job to be performed in the location listed. Generous benefit package available.
© 2013 to 2026 Direct Supply, Inc. All rights reserved.
Skills Required
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field
- 3+ years of experience supporting SaaS platforms, technical implementations, system integrations, or technical operations
- Experience supporting customer implementations, integrations, or software deployments
- Experience troubleshooting technical issues and communicating solutions to technical and non-technical audiences
- Experience collaborating with Product Management, Engineering, Customer Success, and third-party vendors
- Working knowledge of SQL for troubleshooting, reporting, and data analysis
- Experience leveraging AI tools to improve operational efficiency and automate workflows
Direct Supply Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Direct Supply and has not been reviewed or approved by Direct Supply.
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Retirement Support — Retirement savings are emphasized through a 401(k) with company match and stock contributions, alongside an employee‑owner model. Feedback suggests these features are a standout part of the total rewards package.
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Strong & Reliable Incentives — Incentives such as annual profit sharing and bonuses are consistently highlighted as meaningful components of pay. Feedback suggests these payouts complement base salary and contribute materially to total compensation.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include a full on‑site wellness center with gym, classes, and recreational courts, plus a dog‑friendly campus and on‑site café. Flexible work options and everyday perks like complimentary beverages and membership reimbursements add tangible lifestyle value.
Direct Supply Insights
What We Do
For 35 years, Direct Supply has been dedicated to delivering innovative solutions to the toughest challenges facing the Senior Living industry. Now more than ever, we’re inspired by our customers’ commitment to serving America’s seniors during COVID-19 and beyond. From creating safe, desirable spaces and boosting operational efficiency, to helping our customers improve care outcomes and easily procure the right products at the best value – we’re constantly expanding our offering and developing new technologies to meet the complex and evolving demands of Senior Living.
