Role Overview:
The Technical Specialist Supervisor will lead a Dubai-based team responsible for technical support for InterSystems healthcare applications and related products.
The Supervisor will manage the team’s workload, performance and development, while providing technical guidance and ensuring work is delivered safely, efficiently and to the required quality standards.
The Supervisor will act as an escalation point for customers and internal teams and work closely with colleagues in Support and Services, as well as other departments. International travel and participation in the 24-hour extended support service may be required.
Key Responsibilities
Management
- Lead, coach and develop a team of Technical Specialists
- Foster a culture of proactive service, resolving underlying problems to prevent reoccurrence rather than simply fixing the issue at hand
- Set objectives and manage individual and team performance
- Prioritise and allocate work according to urgency, business impact and available skills
- Monitor workloads, backlogs, service levels and delivery commitments
- Ensure appropriate team coverage, including extended support arrangements
- Support recruitment, onboarding and succession planning
- Manage customer and internal escalations calmly and proportionately
- Advise on technical requirements, risks and resource needs
- Work closely with regional and global Support, Implementation and Product teams
Operational
- Provide technical guidance for complex issues
- Ensure customisations, interfaces, reports, extracts, migrations and upgrades are properly designed, tested, documented and deployed
- Enforce change control, peer review, testing and release-management standards
- Coordinate the resolution of technical and acceptance issues before and after go-live
- Support technical implementations, upgrades and customer go-lives
- Promote effective troubleshooting, root cause analysis and knowledge sharing
- Identify recurring problems and opportunities to improve quality and efficiency
Experience/Qualifications Required
Essential
- Significant experience in a technical development, application support or healthcare systems role
- Previous experience leading, supervising or mentoring technical staff
- Deep technical knowledge of at least one InterSystems product, preferably TrakCare
- Knowledge of web-oriented languages, including HTML and JavaScript
- Experience with SQL, data analysis and database methodologies
- Understanding of software development, testing and change-control principles
- Proven ability to prioritise competing demands and deliver within agreed timeframes
- Experience managing customer expectations and escalations
- Strong communication, presentation and technical documentation skills
- Ability to coach others and develop technical capability
- Ability to work effectively in a multicultural and geographically distributed organisation
- Willingness to travel and work outside normal office hours when required
Desirable
- Experience with InterSystems technologies or healthcare applications
- Knowledge of TrakCare, IntelliCare, and IRIS for Health
- Experience supporting healthcare installations, upgrades and go-lives
- Understanding of ITIL-aligned service-management practices
- Experience managing a technical support or custom development team
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
AI Disclaimer
InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.
Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.
Please note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.
Skills Required
- Significant experience in technical development, application support, or healthcare systems
- Experience leading, supervising, or mentoring technical staff
- Deep technical knowledge of at least one InterSystems product
- Knowledge of web-oriented languages including HTML and JavaScript
- Experience with SQL, data analysis, and database methodologies
- Understanding of software development, testing, and change-control principles
- Ability to prioritize competing demands and deliver within agreed timeframes
- Experience managing customer expectations and escalations
- Strong communication, presentation, and technical documentation skills
- Ability to coach others and develop technical capability
- Ability to work effectively in a multicultural and geographically distributed organization
- Willingness to travel and work outside normal office hours when required
- Experience with InterSystems technologies or healthcare applications
- Knowledge of TrakCare, IntelliCare, and IRIS for Health
- Experience supporting healthcare installations, upgrades, and go-lives
- Understanding of ITIL-aligned service-management practices
- Experience managing a technical support or custom development team
What the Team is Saying
InterSystems Compensation & Benefits Highlights
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Leave & Time Off Breadth — Company materials indicate U.S. employees receive a minimum of 23 days of PTO per year, plus paid holidays and sick time, pointing to expansive time-off availability. Employer-verified listings describe a tiered accrual structure with tenure.
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Healthcare Strength — Benefits include medical, dental, vision, mental health resources, HSAs/FSAs, and wellness programs, with some locations offering onsite gyms. An employee assistance program and other wellbeing initiatives further broaden coverage.
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Retirement Support — A 401(k) with employer contributions alongside a profit-sharing program is highlighted, complemented by access to financial advisors and retirement planning tools. The structure is positioned as competitive with typical match-only plans.
InterSystems Insights
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
Gallery
InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
