Technical Operations Lead

basalt.health•Remote US,

1d•$80,000 - $100,000•Remote

About The Position

We're building tools that help healthcare teams work faster and smarter. Our software handles the tedious parts of patient care coordination so that clinicians can focus on patients. We ship fast, iterate constantly, and believe AI should amplify human judgment, not replace it. Day one, this is enterprise support. Our customers are health systems, and the people using Basalt are admissions coordinators, case managers, and clinicians with a full patient load. When something breaks for them, it breaks in the middle of someone's care. Engineering absorbs that work today between other priorities. You're the first person whose job it is. From there it grows. As support runs well, the role expands into the operations around it: internal IT, endpoint and security tooling, and SOC 2 compliance. Later, into leading a team.

Requirements

Customer obsessed
Steady under escalation
Technical enough to read a log, reproduce a bug, and hold your own in a conversation with engineers
A clear writer, able to explain technical situations to non-technical people in writing under time pressure
Comfortable with ambiguity
Motivated by impact
Willing to own the responsibilities

Responsibilities

Stand up our first real ticketing system and decide how intake, triage, and escalation should work
Reproduce a customer bug, file it so an engineer respects it, and close the loop with the customer yourself
Walk an admissions coordinator through a workflow at 7am, before her shift starts
Bring Product a ranked list of the ten issues we should be fixing at the source
Pull evidence for a SOC 2 control in Drata, then chase the three people who skipped their training
Write the runbook that makes the next support hire useful in their first week
Manage the support queue, enterprise escalations, incident communication, and facility onboarding
Handle internal help desk, MDM, SSO and access reviews, CrowdStrike, Drata and SOC 2 evidence, and employee compliance with HR
Build a team around the operations function