Director, Technical Support Engineering

XIFIN • San Diego, CA

10h • $166,000 - $221,600 • Onsite

About The Position

At XiFin, we are transforming healthcare operations through innovative technology, intelligent automation, and data-driven solutions. We are seeking a Technical Support Director to lead our technical support organization supporting XiFin’s SaaS-based healthcare, revenue cycle management (RCM), pharmacy, and diagnostic technology platforms.

This leader will oversee the strategy, execution, and continuous improvement of technical support operations across complex, high-availability application environments. The ideal candidate combines strong operational leadership, technical depth, customer-focused execution, and a passion for building high-performing teams that deliver exceptional support experiences.

The Technical Support Director will partner closely with Product, Engineering, Cloud Operations, Security, Customer Success, and Implementation teams to ensure scalable support operations, proactive issue management, and continuous service improvement across XiFin’s technology ecosystem.

This position will be located at our offices in San Diego, CA.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Healthcare IT, or related field, or equivalent practical experience.
• 10+ years of experience in technical support, application support, SaaS operations, or enterprise software environments.
• 5+ years of leadership experience managing technical support organizations, managers, or engineering-adjacent operational teams.
• Strong understanding of SaaS application architectures, cloud-based systems, APIs, integrations, and enterprise application support models.
• Experience supporting high-volume transaction processing environments, healthcare technology platforms, revenue cycle management systems, or complex enterprise SaaS applications.
• Deep knowledge of application troubleshooting methodologies, incident management, escalation management, and root cause analysis practices.
• Experience with observability and monitoring platforms, including application performance monitoring (APM), log aggregation, telemetry analysis, and anomaly detection solutions.
• Proven ability to leverage automation and AI technologies to improve operational efficiency, issue detection, support workflows, and customer experience.
• Experience analyzing large datasets, application trends, and operational metrics to drive strategic improvements.
• Familiarity with SQL, database troubleshooting, API diagnostics, cloud infrastructure concepts, and enterprise support tooling.
• Experience working within Agile software development and DevOps environments.
• Strong understanding of ITIL principles, service management practices, and operational governance.

Nice To Haves

• Experience within healthcare technology, laboratory systems, pharmacy systems, diagnostics, or revenue cycle management environments.
• Experience supporting enterprise SaaS platforms in regulated or compliance-focused industries.
• Familiarity with cloud platforms such as AWS or Azure.
• Experience leading geographically distributed or multi-functional support organizations.
• ITIL, cloud, or technical leadership certifications are a plus.

Responsibilities

• Direct and oversee the delivery of technical support services for XiFin’s SaaS-based applications, APIs, integrations, automation platforms, and AI-enabled healthcare solutions.
• Lead, mentor, and develop managers, team leads, support engineers, and technical specialists across multiple support functions and operational teams.
• Establish operational goals, KPIs, SLAs, and performance metrics to ensure high-quality service delivery, customer satisfaction, and operational efficiency.
• Drive a culture of accountability, collaboration, continuous improvement, and customer-centric support excellence.
• Partner with senior leadership to define organizational strategy, support scalability initiatives, staffing models, and long-term operational planning.
• Oversee incident management processes, escalation management, root cause analysis, and post-incident review activities for critical customer-impacting issues.
• Ensure consistent execution of support processes, documentation standards, change management practices, and knowledge management initiatives.
• Serve as an executive escalation point for complex technical and operational issues impacting customers or internal stakeholders.
• Oversee teams responsible for diagnosing and resolving complex application, integration, configuration, database, and performance-related issues.
• Collaborate closely with Engineering, Product, Cloud Infrastructure, and Security teams to improve platform reliability, supportability, scalability, and customer experience.
• Drive proactive support strategies through monitoring, observability, automation, analytics, and AI-enabled support capabilities.
• Ensure support organizations maintain strong technical expertise in XiFin applications, healthcare workflows, APIs, cloud services, and related technologies.
• Champion continuous improvements to customer communication, support responsiveness, and issue resolution effectiveness.
• Define and oversee the implementation of monitoring, observability, and alerting solutions to proactively identify and mitigate operational risks and service disruptions.
• Lead initiatives focused on AI-driven support operations, intelligent automation, predictive analytics, and operational efficiency improvements.
• Partner with Engineering and Product teams to improve system instrumentation, logging, telemetry, and application health visibility.
• Evaluate and optimize support tooling, workflows, reporting capabilities, and operational dashboards.
• Support strategic initiatives involving cloud technologies, application modernization, and enterprise-scale SaaS operations.

Benefits

• Comprehensive health benefits including medical, dental, vision, and telehealth
• 401(k) with company match and personalized financial coaching to support your financial future
• Health Savings Account (HSA)with company contributions
• Wellness incentives that reward your preventative healthcare activities
• Tuition assistance to support your education and growth
• Flexible time off and company-paid holidays
• Social and fun events to build community at our locations!

What This Job Offers

• Job Type: Full-time
• Career Level: Director