Director, Software Reliability and Support Engineering

Position Summary

The Director of Software Support & Technical Operations leads the strategy, execution, and continuous improvement of Level2 and Level3 support for McKesson’s healthcare software products. The role ensures reliable, compliant, and high‑quality support for mission‑critical systems used in healthcare environments, bridging product engineering and customer‑facing support while driving operational excellence, scalability, and customer satisfaction.

Leadership & Strategy

• Own the overall Level2 and Level3 support strategy, aligning support operations with business objectives, customer expectations, and regulatory requirements.
• Build, lead, mentor, and retain high‑performing technical teams, establishing clear roles, responsibilities, career paths, and skill progression.
• Foster a culture of accountability, continuous improvement, and collaboration across Support, Engineering, Product, and Customer Success.

Level3 Support Oversight (Advanced Technical Support)

• Lead a highly skilled technical team responsible for complex defect analysis, deep troubleshooting, root‑cause analysis, and advanced remediation.
• Serve as the executive escalation point for critical production incidents and customer‑impacting issues.
• Partner closely with Engineering to drive defect resolution and prioritization, improve software quality and stability, influence architecture, observability, and supportability, and ensure effective post‑incident reviews and corrective action plans.

Level2 Support Oversight (Advanced Product Support)

• Oversee Level2 support, ensuring effective triage, investigation, and resolution before escalation to Level
  3.
• Define clear escalation criteria, handoff processes, and documentation standards between Level1, Level2, and Level
  3.
• Improve first‑time resolution rates and reduce unnecessary escalations through training and process improvements.

Operational Excellence

• Define and monitor key performance indicators (KPIs) such as SLA adherence, mean time to resolution (MTTR), backlog health, and incident recurrence.
• Implement scalable processes, tooling, and automation to improve efficiency and support growth.
• Ensure compliance with healthcare standards (e.g., HIPAA, data privacy, security) and own incident management processes, including on‑call rotations, severity definitions, and communications.

Cross‑Functional Collaboration

• Act as the primary liaison between Support and Engineering to ensure smooth feedback loops and shared ownership of product quality.
• Partner with Product Management to provide customer‑driven insights, trends, and improvement opportunities.
• Collaborate with Customer Success and Account teams on high‑impact customers and strategic initiatives.

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 10+ years of experience in software support, engineering, or technical operations, with at least 5 years in a leadership role.
• Proven experience leading Level2 and Level3 support teams for complex software products.
• Strong understanding of modern software systems, including cloud‑based architectures, APIs, databases, and production operations.
• Experience supporting software in regulated environments, preferably healthcare or similarly complex industries.
• Demonstrated ability to manage escalations, lead incident response, and drive long‑term quality improvements.

• Experience supporting healthcare software products or platforms used in clinical, financial, or operational healthcare settings.
• Background in software engineering, SRE, or Dev Ops.
• Familiarity with ITIL concepts, incident/problem management, and support tooling.
• Experience scaling support organizations in a growing SaaS or enterprise software company.

• Executive‑level communication and stakeholder management.
• Strong people leadership and talent development.
• Analytical and data‑driven decision making.
• Calm, decisive leadership during high‑severity incidents.
• Customer‑focused mindset with strong technical credibility.

• Base Pay Range: $167,800 – $279,600.
• In addition to base pay, other compensation, such…