Director, Technical Support

Job Description

Job Description

Company Description

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 Medellín, Colombia. For more information, visit  www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

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

Product Strategy & Roadmap Development

Internal & External Communication

Key Responsibilities :

Qualifications

Qualifications :

Preferred Skills :

#LI-ZG1

Additional Information

What does IntegriChain have to offer?

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

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Our policy on visa sponsorship for US based positions : Applicants for employment in the US must have valid work authorization that does not now and / or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.