Technical Support Team Lead

PBACO Holding LLC is seeking a Technical Support Team Lead based in Palm Springs, FL to oversee day-to-day Application Support while staying actively involved in troubleshooting. This role balances team leadership with hands-on investigation and coordinated escalation across internal technical groups.

What you’ll do

• Lead daily Support team operations by providing guidance, coaching, training, and onboarding assistance.
• Monitor the Support queue to ensure tickets are prioritized, assigned, and driven to resolution with appropriate coverage and balanced workload.
• Set expectations for ticket quality, responsiveness, documentation, troubleshooting standards, and customer communication.
• Act as the primary internal escalation point for team questions and complex customer issues.
• Provide hands-on support for company applications and support team members during complex investigations.
• Before escalation, ensure troubleshooting and issue replication are attempted, reviewing logs, data, and system behavior as needed.
• Differentiate application defects from user error, configuration, data, or training issues, and identify recurring problems to drive root-cause fixes with internal teams.
• Coordinate Support responses for high-priority production issues, escalating critical items promptly.
• Maintain clear communication on resolution status, impact, ownership, and next steps, and escalate systemic or recurring concerns to leadership.
• Ensure tickets include sufficient detail before escalation, including the problem, affected users, reproduction steps, troubleshooting performed, business impact, and priority.
• Track ticket aging, backlog, and response and resolution metrics, then address stalled or misprioritized tickets.
• Maintain and improve Support workflows, SOPs, escalation procedures, troubleshooting guides, and knowledge-base documentation.
• Handle customer concerns professionally, communicating technical issues clearly to both technical and non-technical audiences.
• Collaborate with internal teams on customer-impacting issues, surfacing recurring issues, training gaps, and product feedback.
• Ensure Support readiness for new functionality, releases, and implementations, and represent Support in relevant meetings.
• Maintain confidentiality and comply with HIPAA, privacy, security, and company policies when handling sensitive customer, patient, and company information.
• Stay current on company applications and support procedures, and perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred in IT, Computer Science, Information Systems, Healthcare Technology, Business, or a related field (equivalent experience considered).
• 3+ years in technical, application, or software support preferred; 1+ year leading or mentoring a support team preferred.
• Experience supporting software applications in a production environment required; healthcare technology experience strongly preferred.
• Strong technical aptitude for troubleshooting web-based or enterprise software applications.
• Familiarity with ticketing systems (e.g., Jira) and Microsoft Office tools.
• Familiarity with databases, SQL, APIs, integrations, or HL7/FHIR is beneficial but not required.
• Strong organization, attention to detail, and written and verbal communication.
• Works independently with sound judgment, remains effective during high-priority incidents, and can manage competing priorities in a fast-paced environment.
• Understands when to resolve within Support versus escalate.

Technologies

• Jira
• Microsoft Office
• SQL
• APIs
• HL7
• FHIR

Supervisory responsibilities

• Provide day-to-day leadership for Technical/Application Support team members, including assigning and monitoring work, coaching, performance feedback, training, and escalating personnel matters to management as appropriate.

Core competencies

• Technical Troubleshooting: Investigate, reproduce, diagnose, and resolve application issues systematically.
• Leadership: Provide direction, set expectations, coach team members, and hold accountability.
• Prioritization & Problem Solving: Evaluate business impact, prioritize issues, and identify root causes.
• Communication & Customer Service: Communicate clearly and professionally with a customer-focused, objective approach.
• Organization & Accountability: Manage multiple tickets, incidents, and priorities with follow-through.
• Collaboration: Work effectively across Product, Engineering, QA, Implementation, and other teams.
• Confidentiality: Exercise sound judgment with confidential, proprietary, or protected health information.