[Hiring] Technical Lead @PerfectServe

Role Description

The Technical Lead supports a portfolio of customers and provides technical expertise to account teams and clients, driving optimization, adoption, and ensuring service excellence. This role delivers tactical day-to-day support, manages escalated issues, and oversees complex configuration changes for all business segments.

• Provide tactical day-to-day technical support to operational contacts.
• Understand clinical workflows and apply PerfectServe solutions to improve them.
• Partner with customer contacts to enhance adoption, train on self-administration best practices, and optimize account configurations.
• Utilize Zendesk to ensure accurate and timely resolution of service requests in collaboration with the Support Center.
• Manage, resolve and document complex and escalated requests and configuration changes.
• Prepare and analyze reports for business reviews, utilizing custom reporting and analytics tools.
• Contribute to product, process, and best practice documentation.
• Provide tier-three technical support and collaborate on product feedback and enhancement requests.
• Investigate and thoroughly document reported technical client concerns.

Qualifications

• Strong technical expertise and ability to apply PerfectServe solutions in complex environments.
• Ability to manage multiple tasks and resolve technical issues under pressure.
• Excellent relationship-building, written, and verbal communication skills.
• Exceptional customer service mindset with a commitment to exceeding expectations.
• Adaptability, strong work ethic, and motivation to grow professionally.

Requirements

• Bachelor’s degree or equivalent experience.
• 1+ years experience with PerfectServe implementation or support preferred.
• 2+ years experience supporting SaaS customers or troubleshooting technical workflows.
• Healthcare or clinical workflow experience preferred.
• Proficiency in reporting tools (e.g., Looker) is a plus.
• Ability to travel occasionally (less than 10%).

Benefits

• Remote first work environment.
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy.
• Internal Advancement Opportunities.