Technical Support Manager

About Certify: At CertifyOS, we're building the infrastructure that powers the next generation of provider data products, making healthcare more efficient, accessible, and innovative. Our platform is the ultimate source of truth for provider data, offering unparalleled ease and trust while making data easily accessible and actionable for the entire healthcare ecosystem. What sets us apart? Our cutting-edge, API-first, UI-agnostic, end-to-end provider network management platform automates licensing, enrollment, credentialing, and network monitoring like never before. With direct integrations into hundreds of primary sources, we have an unbeatable advantage in enhancing visibility into the entire provider network management process. Plus, our team brings over 25+ years of combined experience building provider data systems at Oscar Health, and we're backed by top-tier VC firms who share our bold vision of creating a one-of-a-kind healthcare cloud that eliminates friction surrounding provider data. But it's not just about the technology; it's about the people behind it. At Certify, we foster a meritocratic environment where every voice is heard, valued, and celebrated. We're founded on the principles of trust, transparency, and accountability, and we're not afraid to challenge the status quo at every turn. We're looking for purpose-driven individuals like you to join us on this exhilarating ride as we redefine healthcare data infrastructure. About the Role: As a Tech Support Manager, you will lead the technical support function at CertifyOS, ensuring smooth resolution of internal and client issues while optimizing support processes. You’ll manage a team of support engineers and be responsible for building a scalable, efficient support function that aligns with the company’s growth objectives. What makes you a match?

• Experience: 7+ years in technical support or a related field, with 3+ years in a managerial role
• Leadership: Proven experience managing technical support teams and optimizing support workflows
• Technical Skills: Strong knowledge of Jira Service Management, ZenDesk, and troubleshooting software issues
• Strategic Thinking: Ability to scale support operations as the company grows and drive continuous process improvement
  
  
  

What you’ll do?

• Lead and manage a team of Tech Support Engineers, ensuring they have the resources and guidance to deliver high-quality support
• Establish and maintain support processes, including triaging issues, managing escalations, and ensuring customer satisfaction
• Implement and oversee the use of support management tools (e.g., Jira Service Management, ZenDesk) to track and resolve customer issues efficiently
• Collaborate with engineering, product, and customer success teams to ensure smooth handoff and resolution of complex technical issues
• Analyze and report on key support metrics, identifying areas for improvement and scaling support operations as the company grows
  
  
  

Why join Certify's Technical Support Team?

• Impact: Play a crucial role in reducing healthcare provider credentialing times and improving system efficiency
• Growth: Be part of a rapidly scaling team, already at $10M ARR, with opportunities for professional growth, and the opportunity to see something scale from Series A to Series C in 3-4 years
• Learning: Collaborate with cross-functional teams and clients, gaining exposure to product, engineering, and customer success
• Remote Work: Work in a flexible, 100% remote environment with a global team
  
  
  

At Certify, we're committed to creating an inclusive workplace where everyone feels valued and supported. As an equal opportunity employer, we celebrate diversity and warmly invite applicants from all backgrounds to join our vibrant community.