Manager, Application and Technical Support (Data & Intelligence Products)
About The Position
The Manager, Application and Technical Support lead the team responsible for supporting customers who use our proprietary Data & Intelligence offerings, (Comparative Analytics, Market Insights, Market Solution, Clinical Analytic and Stratasphere) all which are applications that power benchmarking across financial, operational, and clinical domains. This role ensures reliable service delivery, strengthens support processes, and develops a high-performing team with expertise in data workflows, benchmarking methodologies, and product functionality. In this role, you’ll combine strong people leadership with operational rigor and deep product knowledge to elevate the customer experience and guide how we support and scale our Data & Intelligence products.
Requirements
- 5+ years of experience in Application Support, Technical Support, or Data Analytics, ideally supporting a complex SaaS or data-driven product.
- 2+ years of direct people-management experience in a customer-facing or technical environment.
- Strong communication, problem-solving, and stakeholder-management skills, with the ability to guide both customers and internal teams.
- Familiarity with healthcare benchmarking, business intelligence tools, or data validation concepts.
Nice To Haves
- Experience in SaaS, healthcare analytics, or supporting data-intensive applications.
- Strong understanding of data workflows, benchmarking methodologies, and healthcare operational or financial metrics.
- Demonstrated ability to lead with empathy, drive accountability, and mentor team members effectively.
- Experience improving support processes, SOPs, or tooling within a technical support organization.
Responsibilities
- Lead, coach, and develop a team of Application and Technical Support Specialists, fostering accountability, ownership, and continuous improvement.
- Develop team members through coaching, skill building, and talent development for career growth and opportunities.
- Oversee daily support operations, including workload distribution, ticket triage, case management, SLA performance, and customer satisfaction.
- Serve as the escalation point for customer issues, ensuring timely resolution and customer satisfaction.
- Ensure high-quality technical support, including issue reproduction, product configuration guidance, data validation assistance, and clear customer communication.
- Serve as the managerial escalation point for customer issues; guide timely troubleshooting, root-cause analysis, and resolution.
- Monitor and interpret support dashboards, identifying trends, bottlenecks, quality gaps, and early-warning indicators to inform operational decisions.
- Partner cross-functionally with Product, Engineering, Customer Success, and Implementation to communicate customer insights, advocate for enhancements, and ensure alignment on recurring issues.
- Drive continuous improvement by refining support processes, documentation, SOPs, and KCS adherence.
- Model Strata’s values in all interactions: We connect with positive intent. We are helpful. We own it. We are humble. We get better every day.
Benefits
- Strata also provides discretionary variable pay programs based on role.
- In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
251-500 employees
