Technical Support Team Lead - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

You'll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

* Operational Escalation Leadership

* Serve as the first level escalation point for technical support issues raised by individual contributors

* Assess issue severity, customer impact, and urgency to determine appropriate next steps

* Coordinate with Product, Engineering, and other partner teams to drive timely resolution

* Provide regular status updates on escalations and document outcomes and lessons learned

* Cross Functional Liaison

* Represent Technical Support in cross functional meetings, forums, and working sessions

* Act as a consistent point of contact between support and partner teams to ensure clear communication and follow through

* Track action items, dependencies, and commitments resulting from partner discussions

* Escalate risks, blockers, or systemic issues to the Manager, Technical Support as appropriate

* Project & Initiative Support

* Support planning and execution of team level initiatives such as process improvements, readiness efforts, tooling changes, or onboarding activities

* Coordinate work across contributors to ensure alignment of priorities and timelines

* Monitor progress and surface risks, dependencies, or resourcing concerns

* Team Enablement & Knowledge Sharing

* Provide guidance and support to individual contributors on complex or non standard issues

* Promote consistent escalation pathways and operational best practices

* Contribute to documentation, knowledge sharing, and continuous improvement efforts

* Support onboarding and stabilization of new product areas

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

* Undergraduate degree or equivalent experience

* 4+ years of experience in technical support, health technology, or healthcare IT environments

* Experience working cross functionally with Product, Engineering, or Operations teams

* Demonstrated ability to troubleshoot complex technical or workflow issues

* Proven solid written and verbal communication skills, including the ability to convey technical concepts clearly

* Proven ability to manage multiple priorities and operate effectively in a fast paced environment

Preferred Qualifications:

* Experience supporting clinical decision support, EMR integrated, or pharmacy related products

* Experience serving as a subject matter expert, escalation lead, or informal team lead

* Experience supporting operational transitions, growth, or product launches

* Familiarity with regulated healthcare or pharmacy workflows

* All employees working remotely will be required to adhere to United Health Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives.

The salary for this role will range from $72,800 - $130,000 annually based on full-time employment. We…