Technical Support Account Manager

SAS•Cary, NC

3d•Hybrid

About The Position

As a Technical Support Account Manager (TSAM) supporting NC HealthConnex, North Carolina’s statewide Health Information Exchange, you act as a primary technical advocate, escalation manager and trusted advisor for one of SAS’s most strategic public‑sector healthcare customers. This role is responsible for planning and leading production support activities, customer advocacy, and cross functional coordination throughout SAS, NC HIEA, healthcare participants, and third-party vendors. You will support a highly available and regulated healthcare portal and analytics platform that enables clinical data exchange for providers, pharmacies, public health agencies, and other stakeholders across the state of NC. Success in this role requires practical experience in healthcare interoperability, HIE operations, concurrent project management, and multi-enterprise-wide problem resolution, as well as a honed ability to manage complex relationships and public-facing priorities.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field
5+ years' experience in enterprise technical support, production operations, or technical account management.
Experience supporting healthcare systems that use interoperability standards, including HL7, FHIR, CDA, IHE, or X12
Knowledge of healthcare integration engines such as InterSystems HealthShare/Ensemble, Mirth (NextGen), Cloverleaf, or Rhapsody.
Ability to operate effectively and problem-solve under pressure in production environments
Strong written and verbal communication skills with customer-facing experience.
Proven experience gathering technical requirements and communicating complex technical concepts clearly to leadership and non‑technical stakeholders, including healthcare executives and care providers.
Participate in after-hours Severity 1-2 remediation or on-call rotations as needed
Ability to travel occasionally based on customer or business needs
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Nice To Haves

Direct experience supporting NC HealthConnex or another statewide HIE
Knowledge of Healthcare workflows, public health reporting, or HIE participant onboarding
Experience supporting SAS products or working within SAS support organizations
Exposure to monitoring dashboards, proactive alerting, and operational reporting

Responsibilities

Serve as Technical Support Account Manager for production support initiatives, platform enhancements, and stabilization efforts.
Support and troubleshoot InterSystems HealthShare HIE Platform, Mirth, and related integration engines.
Work with the HelpDesk team and management to support and coordinate end‑user Level 2–3 issues, providing technical guidance, escalation support, and coordination as needed.
Partner with SAS R&D, professional services, and hosting operations teams to define scope, risks, dependencies, and timelines.
Identify trends in incidents, defects, and operational metrics; recommend proactive monitoring, automation, and process improvements.
Contribute to runbooks, operational procedures, and customer-facing documentation.
Provide technical project management expertise for statewide exchange workflows utilizing HL7 v2, FHIR, CDA / CCD, IHE profiles, or X12 transactions
Stay current on healthcare interoperability standards, regulatory requirements, and public-sector HIE for best practices.
Coordinate and drive resolution of production incidents, defects, and service-impacting issues.
Own incident severity assessment, business impact analysis, escalation paths, and communications.
Lead and manage incident war rooms (focus rooms), facilitating cross‑functional collaboration, driving action items, maintaining timelines, and ensuring clear communication through incident resolution and post‑incident follow‑up.
Facilitate post‑incident reviews, including coordination of root cause analysis (RCA), documentation of findings, identification of corrective and preventive actions, and follow‑through on remediation and improvements.
Ensure post‑incident learnings are incorporated into monitoring, processes, runbooks, and platform improvements.
Ensure all cases, action items, root causes, and outcomes are documented accurately in SAS support systems.
Participate in Level 2 on-call rotation for critical production support.
Act as the primary technical point of contact and escalation owner for NC HealthConnex production platforms.
Build strong relationships with NC HIEA leadership, program management, technical teams, healthcare participants, and vendors.
Lead executive‑level communications during incidents, escalations, and high‑impact events, providing clear status, risk assessment, and resolution updates.
Represent the customer’s technical and operational needs within SAS, advocating for timely resolution, appropriate prioritization, and alignment with customer and contractual objectives.
Proactively engage with customer stakeholders to identify emerging concerns, operational risks, and opportunities for service improvement.

Benefits

Comprehensive medical, prescription, dental and vision plans.
Medical plan options include:
PPO with low annual deductible and copays.
HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.