AiCure is looking for a Sr. Manager of Technical Support with multiple years of experience in building and supporting a technical/customer support organization within the healthcare technology industry.  This individual will manage, support and further develop an existing technical support team and their processes.  In addition, this individual will help in redefining and restructuring the support team to support efficiency and scalability, as well as managing significant hiring and onboarding efforts for a company that is rapidly growing.

AiCure provides custom solutions for many large scale global clinical trials with our mobile application, mobile devices, clinical dashboards and AI platform.  Our company is also expanding into new market opportunities within both the R&D and Commercial healthcare spaces.  The software technology delivered by AiCure is innovative, exciting and also requires a level of technical expertise beyond most software companies.

Key responsibilities include:

• Creating efficiency within the support team to help delineate tier 1, 2 and 3 roles as well as specialities within each tier
• Defining and building key process and service level agreements with appropriate reporting/tracking to ensure clear expectations and requirements are being achieved
• Interviewing and hiring new talent to support a rapidly expanding support team
• Coaching and mentoring a growing technical support team in a highly regulated industry
• Working effectively with our external vendors to ensure appropriate global support for our trials and deployments
• Working closely with Engineering and Product teams to ensure clear understanding of technical issues and trends, so that AiCure can solve at a product level
• Willingness to be hands on with end user technical support as needed, especially within the first 6 months to 1 year at AiCure

Key traits:

• Ability to understand highly customized, complex software applications
• Ability to communicate extremely effectively, especially regarding complex technical concepts with non-technical users
• Willingness to work hands on as needed
• Think outside the box to ensure common issues and challenges are being addressed at a process and product level
• Process and documentation oriented in order to build new workflows for effective customer support
• Innate ability to handle high stress situations including on-the-spot prioritization of requests and issues

Key experience:

• Experience working with highly customized software applications
• Knowledge of regulatory requirements for healthcare and preferably clinical trials
• Direct experience implementing core process and SLAs, as well as their ongoing management
• Minimum 2 years hands on experience providing tier 2-3 technical support to end users
• Minimum 2 years experience hiring, onboarding and managing support staff
• Overall 5+ years minimum experience in related job roles
• Bachelor’s required
• Programming knowledge and experience are highly desirable