Technical Support Manager

Fusion Health is seeking a bright, motivated, and outgoing Technical Support Manager to join our Support team, with positions available in our Woodbridge, NJ and Topeka, KS office locations! This candidate will participate in dynamic and challenging projects to enhance our customer's software experience. We are looking for an ambitious team player who is target-driven and passionate about achieving results.

About Fusion Health Most healthcare software is built for the easy cases. Fusion Health builds for the rest.

We support clinicians working in movement restricted communities, where care delivery is more complex and software reliability is critical. In these environments, systems need to work consistently because there is no room for failure. This has been our focus since 2006.

That is not an accident. It is who we hire.

We are driven, self aware, and we own what we do. That is the culture. No more, no less.

If this is the kind of work you've been looking for, this is where you do the best work of your career.

• Medical, dental, and vision coverage
• 401K
• Generous PTO

Our teams are based in Woodbridge, NJ and Topeka, KS. We operate in a hybrid environment.

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. This individual ensures the team operates efficiently, proactively, and with a strong customer focus, including during active implementations, upgrades, and go-lives.

• Lead and coordinate the Support team, including ticket oversight, workload balancing, prioritization, coaching, and day-to-day operational guidance.
• Own queue health and SLA performance, ensuring tickets are triaged, escalated, and resolved appropriately, including management of high-priority and critical incidents.
• 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.
• Contribute to leadership discussions on support metrics, SLA performance, staffing needs, and operational improvement; maintain team on-call rotation for critical incidents.
• Travel to customer sites, including correctional facilities, may be required to support onsite implementations, go-lives, and onboarding activities.

We believe in harnessing diverse talents and perspectives, and if you believe you have what it takes to excel in this role, we want to hear from you. We look forward to reviewing your application if you have the following qualifications and experience:

• Bachelor’s degree or equivalent experience in Computer Science, Information Systems, Healthcare Technology, or a related field.
• 5+ years of experience in technical support, application support, healthcare IT, or a related operational environment.
• Prior leadership, mentorship, or team coordination experience strongly preferred.
• Strong command of support operations: ticketing systems, SLA management, triage workflows, and escalation management.
• Proven ability to balance ongoing support responsibilities with project or implementation work.
• Analytical and problem-solving skills, including the ability to manage complex, high-impact issues independently.
• Strong verbal and written communication skills, including the ability to translate technical concepts for non-technical users and customers.
• Experienc…