Caregility (caregility.com) is a telehealth solution provider connecting care everywhere. Designated as the Best in KLAS® Virtual Care Platform (non-EMR) in 2021, 2022, and 2023, Caregility Cloud™ brings bedside care, virtual encounters, and AI capabilities together at the point of care. Doctors, nurses, and patients around the world rely on our intelligent telehealth edge devices and virtual nursing, observation, and engagement applications to enhance clinical insights, patient safety, and efficiency. Trusted by over 75 health systems, deployed in more than 1,000 hospitals, and supporting over 30,000 connected devices, Caregility is helping to transform healthcare delivery across inpatient and outpatient settings.Caregility is seeking a Sr. Support Program Manager. This is a Full-Time, Exempt (Salaried Role). Hours are typically 8:30am EST- 5:30pm EST. This shift is Sunday-Thursday. Others shifts and additional coverage on occasion may be required. The position is remote. Applicants from anywhere in the US may apply. You must reside in the US and have legal authorization to work in the US. The Support Program Manager (SPM) role is to provide a high level of customer service and support to Caregility customers when they are experiencing problems and issues with using Caregility products and services to run their virtual care programs, providing care for patients. This position will provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues, and collaborating with other internal technical and clinical experts when issues require a deeper investigation and/or Caregility to develop a patch or fix. The SPM will also serve as the primary point of contact for a set of named customer accounts regarding any active and ongoing issues that are interfering with their program success, collecting any additional information about the issues and giving progress and status reports on their resolution. The Senior SPM role includes a bigger set of named customer accounts that include some of Caregility's largest customers.Roles & Responsibilities This position is primarily a technical one but does require understanding of the clinical context of how Caregility customers utilize our products and services. The SPM manages the support relationship with all of their named customer accounts, as part of the three-person Program Management assigned to each Caregility customer. The SPM is paired up with a Clinical Program Manager and a Technical Program Manager, becoming a three-person team supporting each of our customers with their overall program success.Issues will be assigned to the SPM from the Support Program Agents (SPAs) who field the initial report of an issue with one or more of their named customer accounts. If, after the SPA has opened a customer incident ticket and is unable to identify the issue and match it to the Caregility knowledge database of resolution steps to known and common issues, he/she will escalate the ticket to the SPM for more comprehensive issue identification and troubleshooting. The SPM is to try to fully identify and resolve the issue as quickly as possible to internal Operational Level Agreements (OLAs) as well as customer Service Level Agreements (SLAs).When the SPM can't be fully identify or resolve an issue, he/she initiates a "Swarm" with other technical and clinical experts in Caregility who are most familiar with issue category and most likely to be able to help identify and resolve the issue. In addition to being an active participant in the Swarm, the SPM also tracks progress towards resolution and keeps communications flowing with customers affected by the issue until resolution is complete. Tracking progress towards resolution includes issues that are turned over to Caregility Development to develop a fix or a patch because the issue is a bug or a hardware defect. In addition to triaging and resolving issues for their named customer accounts, the SPM is also responsible for proactively monitoring each of the accounts to understand their usage and performance with Caregility products and to look for patterns of issues or potential issues that can be addressed ahead of time with preventative or optimization initiatives. This position requires regular planning and teamwork within the Support team and with other departments throughout Caregility in order to support customer issues. Answer technical and logistical questions pertaining to Caregility product and services. Maintain records of support requests and specific needs for various customers. Communicate with end users to assist with diagnosing and repairing issues remotely. Respond with a sense of urgency when receiving customer correspondence as our customers are in the business of caring for patients. Ensures all assigned trouble tickets are resolved to Customer Satisfaction. Trouble shooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution.Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents. Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary.Responsible for working with internal and external resources to dispatch hardware to customer location as necessary.Some weekend and holiday work is required as part of a rotating schedule. Skills & AbilitiesThe SPM is the escalation of technical support for issues from the SPAs. The SPM should have the technical skills and ability to understand and triage complex issues and problems and be able to resolve most of them without having to initiate a Standard Swarm. The SPM should also have the ability to understand the context of how Caregility customers use our products to support their programs to deliver patient care and how issues negatively impact their programs. When a Swarm is initiated by the SPM, the SPM continues to work on the issue as part of the team, as they are responsible for seeing the issue to resolution. So the SPM must have strong process management skills, written and verbal skills, collaboration and teamwork skills, as well as strong ability to research, analyze and solve complex technical issues. The SPM should also have strong customer service skills and a drive to excel in satisfying our customers. Knowledgeable in Caregility Product applicationsKnowledgeable in Healthcare 3rd party integration (eCare, EPIC)Knowledge of video conferencing audio and video technologiesKnowledge of Operating systems, particularly LinuxKnowledge of networks including wireless connectivityKnowledge of cloud platforms, software and hardware and how they interact with each other in the context of Caregility productsKnowledge of the clinical use cases that customers have using Caregility products and servicesHigh levels of professionalism and IntegrityHigh ability to work as a teamAbility to listen to, understand and relate to customers when they are experiencing issues. Excellent problem-solving skillsAbility to work under stressAttention to detailExtensive use of business computer systems including Microsoft Office applications as well as Support software including Service Now. Education & QualificationsBachelor's degree in engineering, computer science, information management or related fields4+ Years of experience in technical support roleHealthcare industry experience desired. Virtual care experience highly desiredExperience with ServiceNOW or other issue tracking and management software.Additional RequirementsMay require occasional lifting (up to 25 lbs)Requires extensive sitting, standing and walkingDomestic travel requiring multi-night stays within and at times outside the local work area may be requiredValid passport desiredValid U.S. driver’s license desiredMust be willing to complete background checks and drug tests as required by current or future contractsMust be willing to apply for security clearances if needed If you share our passion to make healthcare more connected, more efficient, and more personal, join us and you’ll be rewarded with an excellent salary and benefits package, including 401k and Flex 125 plans. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, marital status, gender, national origin, caste, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.