Support Lead, Client Operations

Position Summary

The Support Lead, Client Operations owns the day-to-day performance of the support function, ensuring timely resolution of customer issues, adherence to SLAs, and consistent, high-quality execution. This role is responsible for managing the support queue, driving accountability across ticket handling, and serving as the primary point of ownership for support operations.

The Support Lead partners closely with Customer Success Operations to improve workflows, surface trends, and strengthen overall service delivery.

This is a customer-facing role requiring direct interaction with clinical and technical stakeholders, including live troubleshooting, clear communication, and ownership of customer outcomes.

Responsibilities

• Own daily management of the support queue
• Triage, prioritize, and assign incoming tickets
• Maintain SLA adherence across response and resolution times
• Monitor queue health and adjust priorities in real time
• Resolve tickets accurately and efficiently
• Maintain high standards for communication and documentation
• Identify and escalate complex or high-risk issues
• Reduce backlog and prevent ticket aging
• Provide clear, professional communication directly to customers, including during high-pressure or time-sensitive situations
• Provide direction and support for day-to-day ticket handling
• Coach and guide team members to improve performance
• Assist in onboarding and training support resources
• Serve as escalation point for support-related issues
• Lead live troubleshooting sessions with customers and guide them through issue resolution in real time
• Track and manage key support metrics: SLA adherence
• Ticket volume and trends
• Resolution times
• Backlog health
• Ensure consistent reporting in partnership with CS Operations
• Partner with Customer Success on account-related issues
• Coordinate with Product and Engineering on escalations
• Ensure clear communication and handoffs across teams
• Identify recurring issues and operational gaps
• Provide input on process improvements and tooling needs
• Partner with CS Operations to implement improvements
• Own L2/L3 troubleshooting and resolution, not just escalation
• Diagnose and resolve complex system issues across application and platform workflows
• Own and maintain understanding of client-side applications, data processing pipelines, and overall platform behavior
• Troubleshoot using backend tools, logs, and AWS-based systems
• Perform root cause analysis and drive resolution of recurring issues
• Reduce dependency on Engineering through direct issue resolution
• Independently investigate and resolve issues before escalating to other teams
• Create and maintain technical documentation and internal knowledge resources
• Apply and reinforce consistent L1, L2, and L3 triage standards
• Execute hands-on technical work in addition to queue and operational management

Required Experience

• Experience with PACS, DICOM, and radiology imaging workflows
• Strong technical troubleshooting skills across complex systems
• Experience working with system logs, configurations, and backend environments
• Exposure to AWS or similar cloud-based infrastructure
• Ability to diagnose issues independently and drive resolution
• Experience supporting or interacting with engineering teams on technical issues
• Strong communication skills with the ability to work directly with clinical, technical, and IT stakeholders

Preferred Experience

• Experience supporting SaaS or cloud-based software platforms in a production environment
• Background working in healthcare technology or clinical environments
• Experience troubleshooting data integrations, system connectivity, or workflow-related issues
• Prior experience in a senior or lead support role with responsibility for complex issue resolution
• Ability to identify patterns in issues and contribute to long-term system or process improvements