Operations Manager, Technical Support - Remote

Overview

Abridge is seeking an Operations Manager for Technical Support to enhance customer experience and manage technical troubleshooting processes.

In Short

• Lead the technical support team and manage Tier 3 support tickets.
• Debug and troubleshoot complex technical issues.
• Develop processes for recurring issues to improve efficiency.
• Collaborate with Engineering on technical problems.
• Contribute to training and documentation.
• Work in a hybrid role, primarily in San Francisco.
• Foster a customer-centric culture within the support team.
• Translate user-facing problems into engineering-facing tickets.
• Utilize tools like Jira, Postman, and GCP.
• Encourage a proactive approach to problem-solving.

Requirements

• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving skills.
• Experience with APIs and technical debugging.
• Familiarity with Jira or Linear for tracking.
• Experience in customer/technical support (2-3 years).
• Ability to work cross-functionally with development teams.
• Knowledge of electronic health record systems is a plus.
• 1-2 years of basic coding experience preferred.
• Familiarity with Github and the PR process.
• Creative and scrappy mindset with a bias to action.

Benefits

• Generous time off including flexible PTO.
• Comprehensive health plans with 100% premium coverage for employees.
• 16 weeks of paid parental leave.
• 401k with matching contributions.
• Access to learning and development budgets.
• 30 days of paid sabbatical leave after 5 years.
• Competitive compensation and equity grants.
• Diversity and inclusion initiatives.
• Supportive and collaborative work culture.
• ... and much more!