Manager, Technical Support

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The Manager, Technical Support is a key leader in the Customer Operations organization, supporting the Sr. Director of Customer Operations in leading technical resolutions across iA’s customer base. This role provides daily support to iA Tier 2 technicians by troubleshooting customer defects and mentoring the team to resolve automation problems efficiently.

The Manager, Technical Support will implement process improvements that reduce resolution time and partner with key stakeholders within iA. This role will be available to help resolve critical customer outages using technical knowledge and expertise. Managing team performance is essential, and this individual will work to increase customer satisfaction scores through timely communication and resolution of issues.

• Support development of standard procedures to accommodate iA’s rapid growth through analyzing key performance indicators and making appropriate adjustments to improve overall customer satisfaction.
• Direct and manage activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with customer installed automation technology.
• Oversee troubleshooting of complex, integrated hardware/software systems in automated pharmacy environments.
• Build a customer‑first culture with an emphasis on responsiveness, quality, and empathy.
• Drive KPIs through coaching, mentoring and monitoring work on a daily, weekly and monthly basis.
• Work closely with the training team to help identify opportunities both internally and externally to help drive adoption of tools, systems and processes.
• Collaborate with customers and internal teams to improve the overall customer experience with iA’s products through knowledge sharing and development of Tier 2 Technicians.
• Develop and maintain a solid understanding of all iA products, teams, goals, business strategy, and work cross‑functionally to achieve those goals.
• Identify areas of opportunity for improvement across the Customer Operations team.
• Support iA’s critical incident management procedures by leading critical response teams, assigning resources timely with the use of standard priorities, procedures and rapid notification systems.
• Ensure disciplined and consistent use of established methodologies, tools and techniques to resolve customer support cases, and coordinate resources (internal and matrixed) to enable customers’ fulfillment operations.
• Collaborate with Product and Engineering to inform product improvements based on support data and customer feedback.
• Lead post‑implementation reviews and contribute to root‑cause analysis for complex product or service issues.

• Bachelor’s degree preferred; equivalent proven experience will be considered.
• 5+ years of customer technical support leadership in a highly technical B2B environment, ideally within healthcare, medical devices, or automation systems.
• Proven experience leading complex technical support organizations for software and automation products, including hardware and software troubleshooting.
• Experience with CRM platforms such as Salesforce and automated alerting tools such as Pager Duty.
• Experience with Windows operating systems and SQL.
• Proficiency in Microsoft Office Suite.
• Strong consultative and communication skills with the ability to influence customers and internal stakeholders.
• Deep understanding of the needs of growing businesses and strong business acumen.
• Demonstrated ability to drive accountability and ownership of customer issue resolution within a team.
• Strong analytical skills with familiarity in support metrics and KPIs.
• Comfortable working in a fast‑paced environment and adapting to evolving requirements.
• Able to work independently with strong self‑direction.
• Motivated to learn new technologies and practices, with excellent research skills.
• Enjoys problem‑solving and helping others.

• Desired certifications: ITSM or ITIL, IT A+, Net+, CompTIA Data+, Microsoft Azure Data Fundamentals (DP‑900).
• Experienc…