**Director of Customer Support Engineering – Web & Cloud Application Development at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join blithequark as our Director of Customer Support Engineering. As a key member of our team, you will lead and scale our global support engineering function, driving customer trust, and serving as the technical voice of the customer. **About blithequark** blithequark is a PE-backed start-up that has revolutionized the electronic prescribing software market with its innovative solutions. As a subsidiary of blithequark, pVerify has established itself as an industry leader in insurance verification solutions. With a hyper-growth curve at the intersection of the software and healthcare industries, we are seeking talented individuals to join our team and capitalize on these opportunities. Our mission is to improve the healthcare experience for patients and doctors alike by delivering mission-critical prescriptions and verifications on time and without error. **The Role** As our Director of Customer Support Engineering, you will be responsible for leading and scaling a global team responsible for resolving complex technical issues, driving customer trust, and serving as the technical voice of the customer. This role combines leadership, technical expertise, and strategic vision to ensure our customers receive exceptional support while continuously improving processes, tools, and team capabilities. You will partner closely with Product, Engineering, and Customer Success to close feedback loops, prioritize fixes, and deliver a seamless customer experience. **Key Responsibilities** * Provide leadership and coaching to develop and mentor our Support Managers and their teams. * Establish a culture of accountability, technical excellence, and customer-first thinking. * Collaborate cross-functionally with Product, Engineering, QA, Implementation, and Customer Success to ensure seamless issue resolution and proactive customer support. * Develop and optimize incident management, escalation protocols, and root cause analysis processes. * Implement support metrics (SLAs, CSAT, NPS, backlog) and use data to drive performance improvements. * Identify recurring customer issues and partner with Engineering/Product to address them at the root level. * Serve as the escalation point for complex technical issues requiring deep product and system knowledge. * Guide the team in troubleshooting, log analysis, API debugging, and integration support. * Advocate for customer needs in product roadmap discussions, ensuring support feedback informs prioritization. * Lead technical enablement programs for both the support engineering team and customer-facing teams. * Represent the company in critical customer conversations and executive briefings. * Develop strategies for proactive support, including health checks, monitoring, and customer education. * Work with COO, People Ops, Vendor Management, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly. **What You’ll Bring** * Experience: At least 10 years in technical support/engineering roles, with 5 years in people leadership. Demonstrated success managing managers and building high-performing technical teams. * Education: Bachelor’s in Computer Science, Engineering, or equivalent experience. * Technical Expertise: Provides technical mentorship by leveraging deep expertise in cloud-based, data-driven web applications, with a strong understanding of software integrations, potential points of failure, and the complexities of highly configurable environments. Preferred experience with Microsoft Azure PaaS (App Gateway, App Service, Function Apps, Web Jobs, Storage Accounts), SQL Server, RESTful APIs, and full-stack development (React frontend, C# backend). * Innovation: Models a growth mindset and fosters continual improvement across the team. Champions the adoption of innovative tools and technologies, including GenAI, AgenticAI, and custom-built solutions, to enhance efficiency and scalability. * Regulatory Expertise: Experience in regulated industries (healthcare preferred), with a strong understanding of security, data protection, compliance requirements, and access control. * Core Competencies: + Knowledge & Application: Shapes the strategy for global Support Engineering in partnership with senior leadership. Owns decisions on structure, tooling, and operating models, cascading strategy into execution. Accountable for budgets, headcount, and cross-functional alignment. + Complexity & Problem Solving: Leads through ambiguous, high-stakes customer and product issues. Converts company and product strategy into scalable support models. Balances short-term incident resolution with long-term system and process improvements. + Discretion & Impact: Sets functional strategies with long-term impact on customer retention, product adoption, and company reputation. Missteps can critically affect enterprise relationships and multi-year outcomes. + Collaboration & Interaction: Engages executives and major customers on high-visibility issues. Negotiates across Product, Engineering, QA, and CS to align customer needs with business priorities. Acts as the senior escalation point and voice of the customer in roadmap discussions. + Management & Supervision: Directs the activities of a global technical support team through lower management. Leads team(s) to develop new methods and solve complex matters. **You Will Enjoy This Role If** * You get energy from building leaders and shaping a culture where technical teams do their best work. * You find satisfaction in solving complex problems and creating lasting, systemic solutions. * You take pride in being the customer’s voice at the table, turning challenges into loyalty and product improvements. **Benefits & Perks** * Remote work environment with a flexible work schedule to encourage work-life balance * Annual company offsite * Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave * Medical, dental, and vision insurance for you and your family, plus a company-funded FSA & HSA (dependent on which medical plan you choose) * 401(k) company match * One-time workspace reimbursement to help you optimize your remote workspace **Equal Employment Opportunity** blithequark is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. **Apply Now** If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Director of Customer Support Engineering role at blithequark. 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