Support Jobs in Palm Springs, FL

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Technical Support Team Lead

PBACO Holding LLC Palm Springs, FL

Palm Springs, FL

Today

Full time Manager APIs Application Support

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Job Description

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.

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