Technical Supervisor- Product Support

Role Overview

Management Responsibilities

• Lead, coach, and develop a team of Technical Specialists.
• Set objectives and manage individual and team performance.
• Prioritize and allocate work according to urgency, business impact, and available skills.
• Monitor workloads, backlogs, service levels, and delivery commitments.
• Ensure appropriate team coverage, including extended support arrangements.
• Support recruitment, onboarding, and succession planning.
• Manage customer and internal escalations and advise on technical requirements, risks, and resource needs.
• Work with regional and global Support, Implementation, and Product teams.

Operational Responsibilities

• Provide technical guidance for complex issues.
• Ensure customizations, interfaces, reports, extracts, migrations, and upgrades are properly designed, tested, documented, and deployed.
• Enforce change control, peer review, testing, and release-management standards.
• Coordinate technical and acceptance issue resolution before and after go-live.
• Support technical implementations, upgrades, and customer go-lives.
• Promote troubleshooting, root cause analysis, and knowledge sharing.
• Identify recurring problems and opportunities to improve quality and efficiency.

Essential Qualifications

• Significant experience in technical development, application support, or healthcare systems.
• Previous experience leading, supervising, or mentoring technical staff.
• Deep technical knowledge of at least one InterSystems product, preferably TrakCare.
• Knowledge of web-oriented languages, including HTML and JavaScript.
• Experience with SQL, data analysis, and database methodologies.
• Understanding of software development, testing, and change-control principles.
• Ability to prioritize competing demands and deliver within agreed timeframes.
• Experience managing customer expectations and escalations.
• Strong communication, presentation, and technical documentation skills.
• Ability to coach others and develop technical capability.
• Ability to work effectively in a multicultural and geographically distributed organization.
• Willingness to travel and work outside normal office hours when required.

Desirable Qualifications

• Experience with InterSystems technologies or healthcare applications.
• Knowledge of TrakCare, IntelliCare, and IRIS for Health.
• Experience supporting healthcare installations, upgrades, and go-lives.
• Understanding of ITIL-aligned service-management practices.
• Experience managing a technical support or custom development team.