Technical Support Team Lead

Navina • New York, NY

5d

About The Position

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon. Our Technical Support team is a key contributor to our overall customer experience and our customers' product satisfaction. They serve as the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI. The team is passionate about technology, troubleshooting, and customer success. Due to the rapid growth and increasing complexity of our customer base, we are expanding our leadership team. We are seeking a highly motivated and experienced Team Lead, Technical Support to join us. This is a critical role that will initially involve managing and mentoring a team of 3-5 Technical Support Engineers (TSEs). The Team Lead will be assigned to lead a specific, high-priority support area—such as Strategic accounts—to ensure our team operates at peak efficiency and delivers world-class support.

Requirements

• Demonstrated experience in leading people, and or cross-functional project teams to achieve shared support or delivery milestones.
• +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience.
• Proven experience with SQL and data analysis - MUST.
• Proven experience with debugging web applications.
• Strong project management skills.
• Excellent problem-solving and troubleshooting skills.
• Proven excellent customer-facing communication skills (verbal and written).
• Familiarity with the US healthcare industry - Advantage.
• Proven experience in a leadership or team lead capacity, including mentoring and coaching.
• Experience in a fast-growing organization.

Nice To Haves

• Experience with troubleshooting data pipelines and ETL processes.
• Strong presentation skills for all audiences; ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas.
• A can-do attitude.
• Detailed oriented.
• Experience with Python, Node.js, or Javascript.

Responsibilities

• Lead and mentor a team: Provide guidance, coaching, and mentorship to Technical Support Engineers (TSEs), fostering a culture of continuous learning and growth.
• Escalation support: Serve as a point of contact for complex and time-sensitive escalations, ensuring a timely resolution and high levels of customer satisfaction.
• Process improvement: Identify and implement new processes, best practices, and methodologies to enhance the team's efficiency and overall support process.
• Cross-functional collaboration: Work closely with Product, Engineering, and R&D teams to understand upcoming features, provide feedback, and identify training opportunities for the support team.
• Knowledge sharing: Contribute to and build the technical support knowledge base, ensuring the team has access to the most current information.
• Hands-on support: Provide hands-on assistance by working support tickets, as needed, to manage workload and maintain a pulse on customer issues.
• Task delivery: Manage and deliver on specific tasks and projects, ensuring they are completed efficiently and effectively.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees