Technical Engagement Manager

TELUS Health•Atlanta, GA

About The Position

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. The Technical Engagement Manager (TEM) is a senior-level technical communicator who steps into client conversations when technical depth is required. This role supports our client-facing teams by acting as a bridge between business stakeholders and the internal technical teams that own architecture, infrastructure, deployment, performance, and support. TEMs are responsible for understanding complex client-reported issues or proposals, gathering the technical context from internal teams, and returning to the client with explanations, answers, or options that are clear, accurate, and actionable. They ensure that our clients fully understand what’s happening and what can be done — even when the situation is ambiguous, difficult, or high-pressure. This role is not about knowing all the answers firsthand. It’s about knowing which questions to ask, how to probe deeply into client-reported issues, and how to navigate our internal teams to get to the right answer. The TEM must be able to represent those answers with the same level of clarity and authority as the teams who provided them.

Requirements

5+ years of experience in a technical environment involving infrastructure, software development, deployments, or operations
Strong communication skills with a proven ability to break down complex technical issues for client audiences
Direct experience speaking with clients or external stakeholders about technical topics
Familiarity with production systems, enterprise deployments, performance troubleshooting, and common failure modes in SaaS environments
Ability to build trust with technical audiences by demonstrating credibility and clarity
Strong written communication skills — can produce clear, accurate technical summaries and status reports
Comfortable coordinating across multiple teams and asking follow-up questions until the answer is right
Balanced customer service mindset — able to advocate for client needs without overcommitting internal teams

Nice To Haves

Previous experience as a technical account manager, systems analyst, infrastructure engineer, or in a client-facing support engineering role
Experience working in highly regulated environments (e.g., government, healthcare, finance)
Familiarity with performance testing, deployment tools, cloud architecture, or integration workflows
Understanding of incident response and root cause analysis workflows

Responsibilities

Meet directly with clients to uncover the technical nature of an issue, proposed change, or concern
Work with clients to fully understand their technical questions and examples, including use cases, timelines, and impacts
Ask the right technical questions to identify root causes or risks, even when the client cannot fully articulate the problem
Represent the client’s technical question internally, coordinating with developers, DBAs, deployment, environment support, and application support
Gather details, confirm understanding, and produce responses that accurately reflect internal knowledge and decision-making
Translate internal technical concepts into language that makes sense to client stakeholders without losing meaning or precision
Deliver technical explanations to clients in a way that reinforces confidence, even when the message is difficult or the answer is not what they want to hear
Coordinate multi-team calls to resolve cross-functional issues
Write client-facing RCA explanations, technical memos, or planning documents as needed