Senior Manager, Technical Support

Viz.ai is the leader in building and deploying AI-powered Care Pathways and helping doctors do their work. The Viz Platform is deployed in 2,000 hospitals across the United States and trusted by many of the leading life sciences companies. The platform uniquely combines real-time, multimodal clinical data with deep clinician engagement to detect disease earlier, coordinate care teams, and help ensure patients receive the right treatment faster. Viz.ai was the first company to be awarded CMS reimbursement for AI and is ranked the #1 Healthcare AI Platform by hospitals and health systems in the Black Book Research survey. For more information, visit Viz.ai.

The Role:

The Senior Manager of Technical Support is responsible for executing the Technical Support strategy and tactics that improve the customer experience and build emotional loyalty, driving stronger customer engagement and long-term retention. This role focuses on advancing support operations by building strong cross-departmental partnerships that expand team knowledge, streamline issue resolution, and reduce time to resolution.

The Senior Manager, Technical Support leads a large team with a focus on accountability, operational efficiency, and consistent delivery of timely, high-quality support. They foster a culture of collaboration, continuous learning, and ownership, while actively increasing team engagement and developing junior leaders to build long-term organizational strength. This role is also responsible for creating a motivating, high-performance environment that attracts, retains, and grows top talent.

You will:

• Develop and achieve Technical Support objectives and goals to support the organizational vision.

• Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team.

• Ensure targeted service and performance standards are achieved or exceeded.

• Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity.

• Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team.

You will love this job if:

• You are driven to help Viz reliably connect patients to lifesaving care.

• You excel at prompt, clear, and friendly communication.

• Never satisfied when a problem just goes away, you always get to the bottom of it.

• You enjoy being a calm, clear, and caring voice when someone needs your help.

• You thrive in a highly accountable environment, and are not afraid to have fun at work

Requirements:

• 5+ years’ experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service.

• Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement

• 2+ years Linux system administration and 3+ years using Salesforce.

• Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications

• Healthcare interface/integration and medical imaging (DICOM) experience is a plus.

• Experience supporting FDA-regulated software as a medical device (SaMD) is a plus.

• You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

What success looks like:

• You ramp quickly and establish yourself as a trusted, high-impact leader and Viz product expert within your first 60 days.

• You consistently drive strong team performance, turning challenging customer situations into positive outcomes that build loyalty and advocacy.

• You create and sustain a positive, “can-do” team culture grounded in accountability, ownership, and a solutions-oriented mindset.

• You proactively monitor performance metrics, identify gaps, and take decisive action to improve quality, efficiency, and time to resolution.

• You are recognized for reliability—responsive, accountable, and unwavering in follow-through on commitments to both customers and internal partners.

• Your communication is clear, professional, and effective across all levels, enabling alignment and trust.

• You build and maintain strong, collaborative relationships with internal teams (e.g., Product, Engineering, Customer Success) and external stakeholders to improve outcomes and remove friction.

• You are a dependable leader your team and customers trust—an advocate, coach, and steady presence in high-pressure situations.

• If you are looking to make an impact, we are mission-driven and are making a difference in peoples’ lives every day.

• If you want to be a part of an amazing team , our people are the heart of everything we do.

• If you are a self-starter and naturally motivated, our work is driven by curiosity, innovation and team collaboration which allows us to leverage our skills immeasurably.

We are a remote-first company across the U.S. and EU, with a team in Tel Aviv operating in a flexible hybrid model, conveniently located near a train line.
Viz.ai is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.
In the U.S., Viz offers competitive benefits, including medical, dental, vision, 401(k), generous vacation, and additional benefits to full-time employees. Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis prohibited by federal, state, or local law.
Employees in Israel are offered a comprehensive benefits package, including, among others: dental insurance, performance-based bonuses, a Cibus meal allowance, meals at the office, and more.
If you’re applying for a position in San Francisco, please review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

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