Technical Support Team Lead

Tipuli Health Services is seeking a highly capable Technical Support Team Lead to serve as the organization’s primary go-to person for technical problem solving across our service and operational systems.

This role reports directly to the CTO and plays a critical role in ensuring smooth day-to-day operations across clinical, service, and administrative teams. The position is focused on systems and application support in a healthcare service environment and does not involve infrastructure or network maintenance.

Tipuli operates complex service workflows that rely on multiple digital systems (email, internal platforms, SaaS tools, service management systems).

This role owns the stability, usability, and support quality of those systems and acts as the central bridge between end users, service teams, and development.

• Act as the primary go-to expert for complex technical and system-related issues across the organization.
• Lead, manage, and mentor a team of technical support specialists supporting Tipuli’s service systems.
• Oversee day-to-day technical support for systems such as email platforms, internal operational tools, and SaaS applications.
• Manage incidents, service requests, and escalations using structured ticketing workflows.
• Monitor and continuously improve response times, resolution quality, and overall support performance.
• Define, document, enforce, and optimize support procedures, workflows, and operational standards.
• Understand clinical, service, and administrative needs and translate them into effective technical solutions.
• Work closely with development and product teams on issue analysis, root-cause investigations, and solution definition.
• Participate in system characterization, solution design, and cross-department projects.
• Lead user onboarding, training, and knowledge-base initiatives.
• Drive automation and process improvements to reduce recurring issues and improve service efficiency.
• Maintain close alignment with the CTO on priorities, risks, and system improvements.

• 2+ years of experience in technical or systems support roles, preferably in a service-based or healthcare-related organization.
• Proven experience acting as a senior escalation point and problem solver.
• Experience leading or managing a support team.
• Strong experience supporting business systems, email platforms, and SaaS tools.
• Hands-on experience with ticketing and workflow systems such as Jira (Jira Service Management).
• Ability to define, document, and enforce support processes and standards.
• Solid understanding of cloud-based systems and modern application environments.
• Technical understanding of automations, integrations, and system workflows.
• Strong analytical, prioritization, and troubleshooting skills.
• Excellent communication skills and ability to work directly with senior leadership.
• Fluent English (written and spoken).

• Experience in healthcare, health services, or regulated service environments.
• Experience working directly under a CTO or senior technical leadership.
• Background in customer success, service operations, or systems ownership.
• Experience defining SLAs, KPIs, and operational dashboards.
• Familiarity with Confluence or similar documentation platforms.

• A high-impact leadership role at Tipuli Health Services.
• Direct reporting line to the CTO with strong influence on technical decisions.
• Ownership over system support quality and operational stability.
• Opportunity to shape processes, automation, and user experience in a healthcare service environment.