Fusion Health

Senior Technical Support Manager

Woodbridge, NJ · Senior · Full-time

Sponsorship not specified$85k-$95kDetected 26 days ago

SQLJiraExcelCustomer SupportEHR/EMRPublic HealthLeadershipCommunicationProblem SolvingMentoring

About the role

This candidate will participate in dynamic and challenging projects to enhance our customer's software experience.
About Fusion Health Most healthcare software is built for the easy cases.
In these environments, systems need to work consistently because there is no room for failure.

This role looks like… The Support
Team Lead is both a people leader and senior escalation resource, responsible for day-to-day support operations, team development, and continuous improvement.
Lead and coordinate the Support team, including ticket oversight, workload balancing, prioritization, coaching, and day-to-day operational guidance.
Bal ance support and implementation responsibilities, maintaining service stability during installs, upgrades, training, and go-live activities.
M onitor team capacity across support, implementation, configuration, and project work; proactively identify risks and propose solutions.
Serve as the senior escalation point for complex technical, workflow, integration, or infrastructure issues; partner with Engineering, Product, and Operations to drive root cause resolution and MTTR reduction.
Develop cross-training plans to reduce single points of failure and improve operational flexibility.
Produce and maintain internal documentation, knowledge base articles, and troubleshooting guides to support scalable operations.
Mentor and coach team members, building technical depth, accountability, and customer service excellence.
Participate in implementation and go-live activities as the primary Support representative.

ticketing systems, SLA management, triage workflows, and escalation management.
Familiarity with SQL, reporting tools, or integrations preferred.
Experience with Jira Service Management or similar support platforms preferred.
Relevant certifications (ITIL, HDI, CompTIA, Microsoft, etc.) are a plus but not required.

$85,000 - $95,000.
At Fusion, our salary ranges are designed to be competitive within our size and industry.
Compensation is just one component of a comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities.
Individual pay decisions are informed by several factors, including location, experience, qualifications, skillset, and internal equity across the organization.
While we expect most offers to fall within the stated range, each compensation decision is made thoughtfully, with consideration for both the candidate's unique profile and our commitment to pay parity.

Medical, dental, and vision coverage 401K Generous PTO Our teams are based in Woodbridge, NJ and Topeka, KS.
Own queue health and SLA performance, ensuring tickets are triaged, escalated, and resolved appropriately, including management of high-priority and critical incidents.

This listing is sourced directly from Fusion Health's careers page and normalized into a canonical job model.