The Director of Product Support leads and scales a 24x7 healthcare technology support organization responsible for supporting mission-critical systems used in patient care. This role requires exceptional judgment, operational rigor, and the ability to balance urgency, regulatory compliance, and customer trust in a highly regulated healthcare environment. The Director leads a team of support specialist and serves as a key bridge between customers, Product, Engineering, Security, Compliance, and Clinical Operations. This position directly impacts patient outcomes, system reliability, and customer confidence through world-class incident management, support operations, and continuous improvement. This position requires availability of off-hours escalation support. **ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)** Leadership & Team Management + Lead, coach, and scale a 24x7 product support organization (approximately 6–14 team members, with growth potential) + Establish clear roles, on-call rotations, escalation paths, and performance expectations + Foster a culture of accountability, empathy, urgency, and excellence aligned with healthcare customer needs + Hire, develop, and retain high-performing support leaders and specialists + Assess and define staffing models and support strategies aligned with SLAs, customer expectations, and budget Healthcare & Compliance Excellence + Ensure all support operations comply with HIPAA, PHI handling requirements, and security standards + Partner with Security, Compliance, and Legal teams on incident response, audits, and regulatory readiness + Establish standards for incident severity, response times, and communications aligned with patient care impact Incident Management & Operational Rigor + Own incident triage, escalation, and resolution processes for customer issues and product defects + Lead response efforts for P0/P1 incidents with calm judgment and structured execution + Define, track, and continuously improve SLAs, OLAs, and customer communication protocols + Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions Process, Tooling & Transparency + Design and implement scalable support workflows, runbooks, and escalation playbooks + Build and maintain dashboards and metrics related to: + Ticket volume and trends + Severity levels and response times + Customer and patient impact + Root causes and product quality indicators + Ensure transparency and alignment across leadership, Product, and Engineering teams + Lead all customer and stakeholder communications related to service disruptions and product incidents + Cross-Functional Collaboration & Product Quality + Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams + Proactively identify systemic issues and product quality gaps + Translate support insights into actionable product and operational improvements + Advocate for customer needs while balancing engineering and operational constraints **NON-ESSENTIAL DUTIES AND RESPONSIBILITIES** Additional duties as assigned **QUALIFICATIONS** **EDUCATION AND EXPERIENCE** + Bachelor’s degree desired; advanced degree preferred + 10+ years of experience in product support, technical support, or customer operations + 5+ years of experience leading managers and/or senior individual contributors + Experience supporting healthcare, life sciences, or other regulated SaaS platforms + Proven experience leading 24x7 and on-call support organizations **SKILLS/ABILITIES** + Strong working knowledge of HIPAA, PHI handling, and healthcare compliance requirements + Exceptional judgment under pressure with strong incident command and decision-making skills + Ability to build operational processes, dashboards, and metrics from the ground up + Excellent written and verbal communication skills, including executive-level and customer-facing communications + Strong cross-functional leadership and collaboration skills + Experience with ITIL, incident management frameworks, or SRE-style practices preferred + Ability to be available off-hours for escalation support is required **PREFERRED QUALIFICATIONS** + Experience supporting mission-critical or patient-facing systems + Background in healthcare delivery, care coordination, digital health, or EMR-adjacent platforms + Experience scaling support organizations in high-growth environments **PHYSICAL DEMANDS** While performing the duties of this job, team members are regularly required to sit, stand, walk, reach with hands and arms, and to talk and hear. Team members may be occasionally required to climb or balance, stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. **WORK ENVIRONMENT** This position is considered remote with possible travel to practice locations in other states or our headquarters location in Denver, CO. The expected salary range for this position is $164,000 - $179,4000. The above describes the general content and requirements for the performance of this position. It is not intended to be an all-inclusive statement of the duties, responsibilities, and requirements of the position. **Position Type:** : Full Time **Work Place Type:** : Remote **Category:** : Technology