Senior Manager, Support Engineering & Automation (Healthcare)

TL;DR

Senior Manager, Support Engineering & Automation (Healthcare): Overseeing customer issue resolution, leading support systems design, and driving automation to enhance customer trust and company pride with an accent on customer communication and cross-functional coordination. Focus on building internal tooling powered by LLMs and reducing manual effort through process improvements and intelligent routing.

Location: Must be authorized to work in the US without visa sponsorship and be within the New York City metro area, with in-office presence 3 days per week.

Salary: $175,000 - $200,000 a year

Company

hirify.global is an AI-powered Proactive Documentation platform that advances how care is delivered by reviewing all patient data in the EHR to recommend diagnoses and surface clinical evidence.

What you will do

• Own end-to-end customer issue resolution, ensuring clear ownership and urgency for every ticket.
• Design and maintain support systems, including severity models, workflows, escalation paths, and playbooks.
• Build and operate automation and internal tooling, including LLM-powered triage, investigation, and response workflows.
• Lead cross-functional resolution of high-impact incidents, coordinating across Engineering, Product, and Customer teams.
• Hire, develop, and lead a high-ownership support engineering team, translating support data into actionable product insights.
• Maintain clear ownership of issues through resolution, eliminating internal handoffs.

Requirements

• 6+ years of experience in B2B SaaS support, support engineering, technical operations, or a related function.
• 3+ years of experience managing and developing teams.
• Proven experience rebuilding, scaling, or materially improving a support function.
• Hands-on experience leading incident response and cross-functional issue resolution.
• Demonstrated ability to design systems, workflows, or tooling that improve support outcomes.
• Must be authorized to work in the US without visa sponsorship and be within the New York City metro area.

Nice to have

• Experience operating in regulated or healthcare environments.
• Experience building or working with LLMs, agents, or workflow automation tools.
• Background in support engineering, internal platforms, or developer-facing tooling.
• Strong technical fluency and comfort partnering closely with engineering teams.
• Product-oriented mindset with experience turning customer issues into prioritized insights.

Culture & Benefits

• Eligible for equity.
• 99% employer paid health benefits (Medical, Dental, and Vision) + One Medical subscription.
• 18 PTO days/yr + 1 week holiday break.
• Monthly health & wellness budget.
• Company-sponsored team retreat + social events.
• A sabbatical program.