Technical Support Manager

| Austin

Technical Support Manager

ClearDATA is seeking a dynamic team leader who wants to use their management passion and skills to truly make a difference in healthcare!

You will be managing the Cloud computing-technical team who is responsible for onboarding and supporting our Mid-Market to Large Enterprise clients on the ClearDATA AWS, Azure or Google Cloud platforms. This position reports to our Director, Customer Support.

What You’ll Do:

  • Build, lead, develop and coach an AWS, Azure or Google Cloud -focused team of technical admins, engineers, and architects in support of mid market to large enterprise clients 24x7.
  • Drive continuous improvement and operational discipline through collaborative and proactive activities across Product, Sales, Account Management, and Operational Excellence organizations.
  • Develop a deep understanding of the enterprise customer base relative to their solutions, business drivers, success criteria, and long-term strategy.
  • Lead team in driving customer satisfaction
  • Lead and ensure the team is highly trained in all services and following procedures and protocols prescribed in the ClearDATA delivery model.
  • Lead the mitigation of delivery risks & issues.
  • Manage tightly to Key Performance Indicators (KPIs), regularly reporting on them and associated corrective actions and insights.
  • Educate customers on ClearDATA services and translate those into a clear business value proposition.
  • Take a data-driven approach, to the incident and problem management.

What You’ll Need:

  • 8+ years of technical experience with significant personal capability in AWS, Azure or Google Cloud
  • 5+ years in building and managing high-performing technical teams
  • 5+ years of customer support leadership experience for Enterprise Accounts in customer-facing roles.
  • A Bachelor's degree in a related field
  • High degree of technical and business acumen
  • Demonstrated ability to work creatively and analytically in meeting customer needs.
  • A proven track record of managing and delivering enterprise IT projects.
  • Excellent written and verbal communication skills, including group leadership and executive presentations.

What Will Make You Stand Out:

  • Additional technical capability in AWS, Azure or GCP
  • Experience leading Cloud Support, DevOps or CloudOps teams
  • Experience in Cloud Healthcare Hosting Solutions
  • Experience working with HIPAA regulations

Why You’ll Like Working Here:

  • A dynamic company that rewards high-performers
  • Be on the cutting edge of new technologies and services
  • Collaborative team environment that values multiple perspectives and fresh thinking
  • Servant leadership Management
  • Business-casual dress code
  • Flexible working hours
  • Medical, Dental, Vision, HSA, Life and 401(k)
  • Stock options
  • Unlimited Vacation
  • Competitive base, and bonus structure

ClearDATA is an EEO/AA employer M/F/V/D

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Nodes.JS, KubernetesLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Configuration Management tools like SaltStack, Chef, .... Angular, Serverless, Artificial Intelligence Frameworks
    • AWS based databases, such as RDS, DynamoDB, and RedshiftDatabases
    • ConfluenceManagement
    • SalesforceCRM

Location

We are located in the center of downtown Austin, corner of 6th & Congress. Our funky office space is in the Scarbrough Building, built in 1909.

An Insider's view of ClearDATA

How would you describe the company’s work-life balance?

Our SFO team is a heads down, focused group of dev engineers, but ClearDATA culture-team makes sure we also carve out time to just unwind and enjoy life.
June 2018: "Although today’s mission was to not flop the Kayak, the other days it’s just to build things and make magic happen. Good Day, great team!"

Yousef

Software Engineer, SFO office

How do you collaborate with other teams in the company?

I’m inspired & learn something new every time I collaborate with other teams at ClearDATA. Passion for improving healthcare spans all aspects of our organization, every day. Although various teams may have competing priorities, we’re unified and grounded by this goal. The outcome always enables our customers to improve healthcare.

Angel

DevOps Technology lead

How has your career grown since starting at the company?

In the short time, I’ve learned so much, gained so many new skills. I believe now that I am on a path to mastering one of the hottest, most sought after technologies in an industry that sorely needs it! I am so grateful to ClearDATA for giving me the opportunity to grow, delivering on our mission to make healthcare better every day.

Kristin

Major Account Executive

How do your team's ideas influence the company's direction?

Our Product team is challenged to keep up with the incredible speed of innovation from the three largest public cloud providers; AWS, Google, and Microsoft. They are empowered to work with the newest public cloud services and build automation, compliance, and security rigor around each of those services, used to service healthcare.

Matt Ferrari

CTO

What’s the vibe like in the office?

There’s always this ominous feeling that I’m going to get hit in the back of the head with a Nerf dart. Outside of the random Nerf skirmish, the energy in the office is always buzzing. People are constantly collaborating with each other and working with customers. The level of energy creates a great environment for productivity and innovation.

Nick

Engineering, Security Team

What are ClearDATA Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Not a keg, as we love trying the latest local craft beer.
Casual Dress
Commuter Benefits
Company Outings
Monthly themed All-Hands, End of Year/annual Holiday Party Event, team outings, and more
Game Room
Cornhall game and Foosball
Some Meals Provided
Every Tuesday is Taco Tuesday at ClearDATA. Tiff's Treats cookie cart passes out cookies on Wednesday afternoons. Monthly company-wide meetings include catered meals.
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Leadership mentoring.
Customized development tracks
Paid industry certifications
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