Director, Technical Support Engineering

Director, Technical Support Engineering Full Time San Diego, CA, US 4 days ago Requisition ID: 2440 Salary Range: $166,000.00 To $221,600.00 Annually If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Are you interested in harnessing technology and AI to transform healthcare? At XiFin, we believe a healthier, more efficient healthcare system starts with strong financial and operational foundations. Our innovative technologies help diagnostic providers, laboratories, and healthcare systems manage complexity, drive better outcomes, and stay focused on what matters most: patient care. We’re on a mission to simplify the business side of healthcare—and we know that mission takes people from all backgrounds and experiences. Whether you’re early in your career or bringing years of expertise, we welcome your perspective, your curiosity, and your passion. We value individuals who ask questions, challenge the status quo, and want to grow while making a real difference. About the Role At XiFin, we are transforming healthcare operations through innovative technology, intelligent automation, and data-driven solutions. We are seeking a Technical Support Director to lead our technical support organization supporting XiFin’s SaaS-based healthcare, revenue cycle management (RCM), pharmacy, and diagnostic technology platforms. This leader will oversee the strategy, execution, and continuous improvement of technical support operations across complex, high-availability application environments. The ideal candidate combines strong operational leadership, technical depth, customer-focused execution, and a passion for building high-performing teams that deliver exceptional support experiences. The Technical Support Director will partner closely with Product, Engineering, Cloud Operations, Security, Customer Success, and Implementation teams to ensure scalable support operations, proactive issue management, and continuous service improvement across XiFin’s technology ecosystem. This position will be located at our offices in San Diego, CA. How you will make an impact: Leadership & Operational Excellence Direct and oversee the delivery of technical support services for XiFin’s SaaS-based applications, APIs, integrations, automation platforms, and AI-enabled healthcare solutions. Lead, mentor, and develop managers, team leads, support engineers, and technical specialists across multiple support functions and operational teams. Establish operational goals, KPIs, SLAs, and performance metrics to ensure high-quality service delivery, customer satisfaction, and operational efficiency. Drive a culture of accountability, collaboration, continuous improvement, and customer-centric support excellence. Partner with senior leadership to define organizational strategy, support scalability initiatives, staffing models, and long-term operational planning. Oversee incident management processes, escalation management, root cause analysis, and post-incident review activities for critical customer-impacting issues. Ensure consistent execution of support processes, documentation standards, change management practices, and knowledge management initiatives. Technical Support & Customer Experience Serve as an executive escalation point for complex technical and operational issues impacting customers or internal stakeholders. Oversee teams responsible for diagnosing and resolving complex application, integration, configuration, database, and performance-related issues. Collaborate closely with Engineering, Product, Cloud Infrastructure, and Security teams to improve platform reliability, supportability, scalability, and customer experience. Drive proactive support strategies through monitoring, observability, automation, analytics, and AI-enabled support capabilities. Ensure support organizations maintain strong technical expertise in XiFin applications, healthcare workflows, APIs, cloud services, and related technologies. Champion continuous improvements to customer communication, support responsiveness, and issue resolution effectiveness. Technology & Innovation Define and oversee the implementation of monitoring, observability, and alerting solutions to proactively identify and mitigate operational risks and service disruptions. Lead initiatives focused on AI-driven support operations, intelligent automation, predictive analytics, and operational efficiency improvements. Partner with Engineering and Product teams to improve system instrumentation, logging, telemetry, and application health visibility. Evaluate and optimize support tooling, workflows, reporting capabilities, and operational dashboards. Support strategic initiatives involving cloud technologies, application modernization, and enterprise-scale SaaS operations. What you will bring to the team: We’re looking for someone with a growth mindset and a passion for learning. You might be a great fit if you: Skills and experience you have: Bachelor’s degree in Computer Science, Information Technology, Engineering, Healthcare IT, or related field, or equivalent practical experience. 10+ years of experience in technical support, application support, SaaS operations, or enterprise software environments. 5+ years of leadership experience managing technical support organizations, managers, or engineering‑adjacent operational teams. Strong understanding of SaaS application architectures, cloud‑based systems, APIs, integrations, and enterprise application support models. Experience supporting high‑volume transaction processing environments, healthcare technology platforms, revenue cycle management systems, or complex enterprise SaaS applications. Deep knowledge of application troubleshooting methodologies, incident management, escalation management, and root cause analysis practices. Experience with observability and monitoring platforms, including application performance monitoring (APM), log aggregation, telemetry analysis, and anomaly detection solutions. Proven ability to leverage automation and AI technologies to improve operational efficiency, issue detection, support workflows, and customer experience. Experience analyzing large datasets, application trends, and operational metrics to drive strategic improvements. Familiarity with SQL, database troubleshooting, API diagnostics, cloud infrastructure concepts, and enterprise support tooling. Experience working within Agile software development and DevOps environments. Strong understanding of ITIL principles, service management practices, and operational governance. Preferred Qualifications Experience within healthcare technology, laboratory systems, pharmacy systems, diagnostics, or revenue cycle management environments. Experience supporting enterprise SaaS platforms in regulated or compliance‑focused industries. Familiarity with cloud platforms such as AWS or Azure. Experience leading geographically distributed or multi‑functional support organizations. ITIL, cloud, or technical leadership certifications are a plus. Why XiFin? We’re more than just a healthcare technology company—we’re a team that cares about people. Here’s a glimpse at what we offer: Comprehensive health benefits including medical, dental, vision, and telehealth 401(k) with company match and personalized financial coaching to support your financial future Health Savings Account (HSA) with company contributions Wellness incentives that reward your preventative healthcare activities Tuition assistance to support your education and growth Flexible time off and company-paid holidays Social and fun events to build community at our locations! Pay Transparency At XiFin, we believe in pay transparency and fairness. The expected annual salary range for this role is: $166,000-$221,600. Depending on your qualifications, you may be considered for either an Associate Specialist or Specialist title. Final compensation will be determined during the selection process and may vary based on experience, skills, and geographic location. Accessibility & Accommodations We’re committed to providing an inclusive and accessible experience for all applicants. If you need a reasonable accommodation during the application process, please contact us at View phone number on click.appcast.io. Equal Opportunity Employer XiFin is proud to be an equal opportunity employer. We value diverse voices and do not discriminate on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, disability, age, veteran status or any other basis protected by law. Ready to apply? We’d love to hear from you—even if you’re not sure you meet every qualification. If you're excited about the role and believe you can contribute to our team, please apply. Let's build something meaningful together. #J-18808-Ljbffr