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Director, Technical Support

Director, Technical Support

IntegriChainPhiladelphia, PA, US
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Director, Technical Support

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in : Ambler, PA (USA); Pune, India; and Medelln, Colombia.

Job Description

The Director of Technical Support will oversee the operational success of ICyte's SaaS platform by leading teams responsible for IntegriChain's Contracts & Pricing systems. This role will serve as the bridge between Product, Engineering, and Customer Success, ensuring customers receive seamless delivery, adoption, and value from ICyte's solutions. The ideal candidate is a strategic operator with strong technical aptitude, proven experience scaling SaaS operations, and a passion for customer success.

What this role entails :

Team & Support Management

  • Lead and manage the full Technical Support team, including workload assignment via the team's ticketing system.
  • Act as an escalation point for complex and unresolved application issues.
  • Provide training and mentorship to Tier 1 and Tier 2 support team members and serve as backup as needed.
  • Ensure timely and effective resolution of customer inquiries within defined SLAs.
  • Collaborate cross-functionally with Support Engineers, Product, and Engineering to resolve escalated tickets.
  • Maintain documentation of resolutions, internal procedures, and contribute to the Support Knowledge Base.
  • Identify and implement process improvements across support workflows.

Product Ownership & Execution

  • Maintain expert knowledge of IntegriChain's core Contracts & Pricing systems.
  • Manage a team of technical analysts accountable for product module roadmaps and sprint deliverables.
  • Own advanced modeling and pricing estimation for new customers.
  • Drive execution of cross-functional Release Readiness activities across Sales, Marketing, Implementation, and Customer Engagement teams.
  • Ensure successful on-time, on-budget, on-scope product delivery in coordination with on-shore and off-shore Agile development teams.

    • Product Strategy & Roadmap Development

  • Translate market problems and customer pain points into well-defined and prioritized product enhancements, modules, and epics.
  • Proactively engage with customers and prospects to identify gaps and inform roadmap planning.
  • Lead stakeholder interviews, product councils, advisory boards, and surveys to validate market needs.
  • Contribute to the product portfolio roadmap and IntegriChain Marketing Ecosystem, ensuring alignment with forecast, support strategy, and resourcing plans.

    • Internal & External Communication

  • Communicate product roadmap, prioritization, and operational readiness plans to internal and external stakeholders.
  • Establish and report on key performance indicators (KPIs) for product releases.
  • Work across business and technical teams to drive understanding of system issues, product enhancements, and go-to-market readiness.

    • Key Responsibilities :

  • Lead by Example in Troubleshooting : Actively participate in the diagnosis and resolution of high-priority, complex technical issues escalated by the support team. Be directly involved in debugging, system analysis, and troubleshooting across different product components. Familiarity with incident management frameworks like ITIL or TechOps practices.
  • Hands-On Incident Management : Oversee critical technical incidents from start to finish. Lead real-time escalations, managing support engineers during major incidents, and contributing technical expertise in root cause analysis (RCA) to minimize downtime and recurrence. Strong ability to analyze data from support systems, customer reports, and system logs to identify performance bottlenecks, recurring issues, and opportunities for automation or process improvements.
  • Automation Development : Design and implement automation scripts and tools to improve support workflows. Develop custom diagnostic tools, automated troubleshooting scripts, or integrations with monitoring platforms.
  • Optimize Technical Support Tools : Evaluate, integrate, and continuously improve support tools like Jira Service Desk, Zendesk, PagerDuty, and monitoring systems. Customize the tech stack to enhance incident tracking, automation, and reporting. Develop internal tools to improve ticket management and incident handling.
  • System Performance Monitoring : Directly engage in the monitoring of system health, performance, and infrastructure. Work closely with operations and engineering teams to create proactive alerting mechanisms for potential issues in production environments (e.g., cloud infrastructure, databases, application performance).
  • Cross-Team Collaboration : Partner with Product & Engineering and Business teams to understand system architecture, anticipate issues, and develop proactive technical solutions. Work on CI / CD pipelines to ensure that technical support is aligned with product releases and updates.
  • Support Knowledgebase Development : Develop and maintain a hands-on, technically rich support knowledge base that helps both internal teams and customers quickly resolve issues. Create detailed troubleshooting guides, technical FAQs, and troubleshooting checklists for engineers.
  • Code Reviews & Bug Fixes : Participate in code reviews with engineering teams, particularly for customer-reported issues. Where appropriate, contribute to bug fixes, performance improvements, or feature enhancements that improve product stability and reduce the volume of support tickets.
  • Escalation and Triage : Directly manage the escalation process for complex technical issues. Work with senior engineers and cross-functional teams to ensure proper triage, reproduction, and resolution of technical challenges. Develop and refine escalation procedures for seamless issue resolution.
  • Technical Documentation & Reporting : Author and oversee the creation of detailed, technical incident reports, performance analytics, and system audit documentation. Use data from support tickets, monitoring tools, and system logs to identify trends, weaknesses, and opportunities for process improvement.
  • Customer & Technical Advocacy : Act as a technical advocate for customers, ensuring that issues are not only resolved but that root causes are addressed. Collaborate with the Product team to identify areas where customer feedback directly influences technical improvements.
  • Security and Compliance Expertise : Support the security and compliance aspects of technical support operations. Ensure that support processes meet industry standards (e.g., SOC 2, GDPR, HIPAA) and that customer data is handled securely.

    • Qualifications

    Qualifications :

  • Advanced Technical Skills : Strong proficiency in troubleshooting across a variety of systems, including cloud platforms (AWS, Azure, GCP), on-premise hardware, networking (TCP / IP, DNS, VPN), and software. Hands-on experience resolving issues across full-stack applications, databases / platforms (Oracle, mySQL, Postgres, Snowflake), microservices and MFT GoAnywhere.
  • Deep Experience with Support Tools : Expertise in administering and customizing technical support tools such as Jira Service Desk, ServiceNow, PagerDuty, or Zendesk. Ability to script integrations or automations between systems (e.g., using Python, Bash, or REST APIs).
  • Hands-On Programming : Programming knowledge in languages like Python, SQL with a focus on automating processes, diagnosing bugs, and developing tools for both internal teams and customers. Ability to develop custom scripts for support scenarios.
  • Proficiency in Monitoring & Alerting Tools : Hands-on experience with application and infrastructure monitoring tools. Ability to set up monitoring and alerting for proactive issue resolution and optimization.

    • Preferred Skills :

  • Experience in Enterprise SaaS or Cloud Products : Strong familiarity with supporting enterprise-level cloud platforms, SaaS applications, or highly complex technical products.
  • Performance Tuning : Experience in performance tuning for databases, APIs, and large-scale distributed systems to prevent customer-impacting slowdowns and outages.
  • Leadership in Technical Environments : Proven leadership in a technical environment, ideally with a mix of hands-on engineering experience and team management skills.

    • Additional Information

    What does IntegriChain have to offer?

    Mission driven : Work with the purpose of helping to improve patients' lives!

  • Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave
  • 401(k) Plan with
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