Operations Manager, Technical Support

Summary

Join Abridge as their Operations Manager, Technical Support and play a key role in scaling their customer support team. You will build and lead technical troubleshooting processes, ensuring top-notch service delivery and a customer-centric culture. This hybrid role (2-3 days weekly in the San Francisco office) involves managing daily operations, responding to customers, and building/scaling tools and procedures. Success requires excellent communication, attention to detail, creative problem-solving, and the ability to translate learnings into scalable processes. You will collaborate with Support and Engineering teams to resolve complex issues. The ideal candidate thrives in a startup environment and possesses strong problem-solving skills.

Requirements

• Have excellent verbal and written communication skills and ability to tailor technically complex topics to your audience
• Have keen attention to detail and ability to find creative solutions for complex problems
• An ability to translate learnings into repeatable technical processes that can scale
• Have the ability to smell smoke and escalate early, with proposed solutions
• Are creative and scrappy with strong problem solving skills and a bias to action
• Familiar with how to call APIs
• Have the ability to technically debug user-facing issues
• Can translate user-facing problems into engineering-facing bug tickets
• Familiar with tracking tools such as Jira or Linear
• Familiarity with tools like Postman, Browser dev tools, Charles Proxy
• Familiar with Typescript and Javascript
• Familiar with GCP

Responsibilities

• Serve as the escalation point for ‘Tier 3’ support tickets and take on direct responsibility for final resolution with the end user/organization
• Debug and troubleshoot complex issues to identify root causes
• Develop processes and documentation for recurring issues to improve scalability and efficiency
• Collaborate with the Engineering team on issues that exceed the tools of Support team at large
• Contribute to training and Knowledge Base articles to document
• Work closely with Support and Engineering teams on technical problem solving for unique partner-specific challenges

Preferred Qualifications

• Experience integrations into or working with electronic health record systems at large, complex organizations (Epic experience is ideal)
• Familiarity with systems requiring strict adherence to privacy and security protocols
• Knowledge of tiered support organizations and escalation protocols
• 1-2 years of experience with basic coding
• 2-3 years of experience in customer/technical support
• 2-3 years of experience collaborating closely with a development team
• Familiar with Github and the PR process

Benefits

• Generous Time Off : 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• Comprehensive Health Plans : Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA
• Paid Parental Leave : 16 weeks paid parental leave for all full-time employees
• 401k and Matching : Contribution matching to help invest in your future
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits
• Learning and Development Budget : Yearly contributions for coaching, courses, workshops, conferences, and more
• Sabbatical Leave : 30 days of paid Sabbatical Leave after 5 years of employment
• Compensation and Equity : Competitive compensation and equity grants for full time employees