Director, Software Reliability and Support Engineering

McKesson•Irving, TX

23h•$167,800 - $279,600

About The Position

The Director of Software Support & Technical Operations is responsible for the strategy, execution, and continuous improvement of Level 2 and Level 3 support for the company’s healthcare software products. This role ensures reliable, compliant, and high‑quality support for mission‑critical systems used in healthcare environments. The Director leads highly skilled technical teams, bridges product engineering and customer‑facing support, and drives operational excellence, scalability, and customer satisfaction. Embraces technology particularly the use of AI to enhance the customer experience. This position requires a balance of people leadership, deep software understanding, and strong operational discipline, with particular emphasis on managing a highly technical Level 3 team and an experienced Level 2 team with deep product expertise.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
10+ years of experience in software support, engineering, or technical operations, with at least 5 years in a leadership role.
Proven experience leading Level 2 and Level 3 support teams for complex software products.
Strong understanding of modern software systems, including cloud‑based architectures, APIs, databases, and production operations.
Experience supporting software in regulated environments, preferably healthcare or similarly complex industries.
Demonstrated ability to manage escalations, lead incident response, and drive long‑term quality improvements.

Nice To Haves

Experience supporting healthcare software products or platforms used in clinical, financial, or operational healthcare settings.
Background in software engineering, SRE, or DevOps.
Familiarity with ITIL concepts, incident/problem management, and support tooling.
Experience scaling support organizations in a growing SaaS or enterprise software company.

Responsibilities

Own the overall Level 2 and Level 3 support strategy, aligning support operations with business objectives, customer expectations, and regulatory requirements in healthcare.
Build, lead, mentor, and retain high‑performing technical teams, including managers and senior individual contributors.
Establish clear roles, responsibilities, career paths, and skill progression for Level 2 and Level 3 support staff.
Foster a culture of accountability, continuous improvement, and collaboration across Support, Engineering, Product, and Customer Success.
Lead a highly skilled technical team responsible for complex defect analysis, deep troubleshooting, root cause analysis, and advanced remediation.
Serve as the executive escalation point for critical production incidents and customer-impacting issues.
Partner closely with Engineering to drive defect resolution and prioritization, improve software quality and stability, influence architecture, observability, and supportability, and ensure effective post‑incident reviews and corrective action plans are completed and tracked.
Oversee Level 2 support, which serves as a step up from Level 1 and provides deep software and product knowledge with some technical troubleshooting capability.
Ensure Level 2 effectively triages, investigates, and resolves issues before escalation to Level 3.
Define clear escalation criteria, handoff processes, and documentation standards between Level 1, Level 2, and Level 3.
Improve first‑time resolution rates and reduce unnecessary escalations through training and process improvements.
Define and monitor key performance indicators (KPIs) such as SLA adherence, mean time to resolution (MTTR), backlog health, and incident recurrence.
Implement scalable processes, tooling, and automation to improve efficiency and support growth.
Ensure support operations meet healthcare compliance requirements (e.g., HIPAA, data privacy, security standards).
Own incident management processes, including on‑call rotations, severity definitions, and communications.
Act as a primary liaison between Support and Engineering, ensuring smooth feedback loops and shared ownership of product quality.
Partner with Product Management to provide customer‑driven insights, trends, and improvement opportunities.
Collaborate with Customer Success and Account teams on high‑impact customers and strategic initiatives.