Technical Lead - US Remote

What is Perfect Serve?

Perfect Serve is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. Perfect Serve now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue.

Perfect Serve’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care and improve the well-being of their clinicians.

Leading analyst firms like Gartner® and KLAS Research have consistently validated our approach:

At Perfect Serve, you’ll have a unique opportunity to join a collaborative team with decades of experience that finds new ways to delight our customers every day. This involves consistent efforts to stay on the cutting edge of product development, which includes everything from implementing AI in new and existing solutions to brainstorming with customers about novel workflows. But you don’t have to be in product to make in impact — everybody at Perfect Serve contributes to important work that moves the business forward.

If you’re looking for a well-established, tech-forward company full of smart people doing meaningful work, you’ve found the right place!

The Technical Lead supports a portfolio of customers and provides technical expertise to account teams and clients, driving optimization, adoption, and ensuring service excellence. This role delivers tactical day-to-day support, manages escalated issues, and oversees complex configuration changes for all business segments.

• Provide tactical day-to-day technical support to operational contacts.
• Understand clinical workflows and apply Perfect Serve solutions to improve them.
• Partner with customer contacts to enhance adoption, train on self-administration best practices, and optimize account configurations.
• Utilize Zendesk to ensure accurate and timely resolution of service requests in collaboration with the Support Center.
• Manage, resolve and document complex and escalated requests and configuration changes.
• Prepare and analyze reports for business reviews, utilizing custom reporting and analytics tools.
• Contribute to product, process, and best practice documentation.
• Provide tier-three technical support and collaborate on product feedback and enhancement requests.
• Investigate and thoroughly document reported technical client concerns

• Strong technical expertise and ability to apply Perfect Serve solutions in complex environments.
• Ability to manage multiple tasks and resolve technical issues under pressure.
• Excellent relationship-building, written, and verbal communication skills.
• Exceptional customer service mindset with a commitment to exceeding expectations.
• Adaptability, strong work ethic, and motivation to grow professionally.

• Bachelor’s degree or equivalent experience.
• 1+ years experience with Perfect Serve implementation or support preferred.
• 2+…