Manager Customer Production Support

Surescripts-posted 2 months ago
$110,900 - $135,500/Yr
Full-time • Manager
Hybrid • Minneapolis, MN
501-1,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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The Manager Customer Production Support leads a team responsible for supporting complex, technical products at Level 2 and beyond. The Manager, Customer Production Support will help execute and play a role in the strategic evolution of production support at Surescripts - building a modern, resilient support function aligned with SRE (Site Reliability Engineering) principles. The Manager Customer Production Support will lead teams responsible for technical governance in Support, on-call incident management, and will serve as the lead critical incident manager for both Support and the company during high-severity network or system outages. The Manager Customer Production Support works cross-functionally with Product, Network and Technology Operations, Security, Compliance, and Implementations to ensure support readiness for new products and features, resolve critical issues effectively, and influence the evolution of customer-facing services. The role helps brings the 'Support voice' into product development, assessing supportability early and offering data-backed insights from the support experience to reduce friction and improve customer outcomes.

  • Manage day-to-day operations of the Level 2 Production Support team, including transaction and network support, production implementation, and on-call escalation support.
  • Lead a specialized team responsible for technical governance of support systems, ensuring tooling, process, and compliance align with network and industry standards and best practices.
  • Oversee the on-call incident management program, including escalation protocols, readiness standards, and post-incident review practices.
  • Serve as the Critical Incident Manager for high-impact, customer-facing events, leading cross functional response efforts during network disruptions or major outages.
  • Partner with Engineering and SRE teams to align Support practices with site reliability principles, and contribute to supporting fault-tolerant, scalable systems.
  • Collaborate closely with Product to bring the 'Support voice' into new and existing product development - assessing supportability, preparing support readiness for complex launches, and sharing data-driven insights that help reduce product-related friction for customers.
  • Provide technical expertise in network operations, including the setup and maintenance of customer production accounts and portals on the Surescripts network.
  • Support customer and vendor implementations into the production environment.
  • Develop and execute a long-term strategy for AI-driven support models, focused on automation, intelligent deflection, predictive incident detection, and self-healing workflows.
  • Collect and analyze support data to drive operational improvements, enhance customer outcomes, and reduce inbound volume.
  • Ensure timely resolution of customer escalations and support requests in alignment with defined SLAs.
  • Lead and embed a customer-centric culture by aligning people, processes, and performance metrics to deliver empathetic, high-quality experiences that strengthen customer satisfaction and loyalty.
  • Hire, mentor, and develop a high-performing team with an emphasis on technical leadership, incident management and ownership, and continuous improvement.
  • Ensure key standard operating procedures are defined, documented, and consistently followed.
  • Bachelor's degree or equivalent experience.
  • 8+ years of progressive, related experience in a technical, technical support, or technical manager role.
  • 3+ years of people management experience of a technical or technical support team or experience in roles showing progressive leadership in a technical or technical support role.
  • Deep understanding of incident management frameworks (e.g. ITIL, PagerDuty, postmortems, blameless SRE culture).
  • Experience working in or with Site Reliability Engineering (SRE) or DevOps teams to manage reliability, uptime, and technical incident resolution.
  • Solid understanding of network infrastructure, APIs, and production systems - with the ability to triage complex issues and guide teams in resolution.
  • Proficiency with support tooling ecosystems (e.g. Salesforce Service Cloud, Jira, ServiceNow) and observability tools (Splunk, Grafana, Google Cloud).
  • Handle escalations as needed during off-hours.
  • Experience working collaboratively cross-functionally.
  • History of continued process and workflow improvement within a technical environment.
  • Adopter of AI technology to increase efficiency etc.
  • Knowledge of compliance frameworks relevant to healthcare or regulated industries (e.g., HIPAA, SOC 2, HITRUST).
  • 3+ years experience working as a manager of a technical support team.
  • Comprehensive healthcare (including infertility coverage)
  • Generous paid time off including paid childbirth and parental leave and mental health days
  • Pet insurance
  • 401(k) with company match and immediate vesting
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