Technical Product Support Manager

Manager, Technical Product Support

Healthcare Technology / Interoperability

Position Overview

The Manager of Technical Product Support is responsible for leading the implementation, integration, and ongoing technical support of healthcare software solutions across multiple customer environments. This role serves as the primary technical liaison between electronic health record (EHR) vendors, healthcare organizations, and internal interoperability teams to ensure accurate, secure, and reliable data exchange.

The ideal candidate brings strong leadership experience, deep technical knowledge of healthcare data standards, and the ability to manage multiple implementations and customer relationships simultaneously.

Key Responsibilities

• Lead technical implementation, onboarding, and ongoing support efforts for EHR and healthcare software integrations
• Serve as the escalation point for complex data exchange and interoperability issues
• Conduct troubleshooting sessions with EHR vendors and third-party integration partners to resolve message failures
• Oversee specification reviews, interface testing, validation, and production readiness

• Manage HL7-based message workflows, including VXU, QBP, and web service based integrations
• Support testing and validation of inbound and outbound healthcare data transactions
• Monitor data connectivity, identify errors, and coordinate corrective actions with customers and vendors
• Perform routine data quality audits and recommend improvements to ensure data integrity

• Act as the technical point of contact for healthcare organizations during implementation and ongoing support
• Provide technical training and guidance to customer technical contacts and operational staff
• Collaborate with internal teams (interoperability, training, product, and support) to align priorities and timelines
• Participate in recurring status meetings to review progress, risks, and resolution plans

• Contribute to the maintenance and enhancement of technical specifications and implementation documentation
• Track issues, resolutions, and trends to inform product and process improvements
• Stay current with healthcare data standards, vaccine and manufacturer code updates, and industry best practices
• Attend industry conferences, trade shows, and educational events as needed

• Ensure all technical support and data exchange activities comply with organizational security policies and applicable healthcare data privacy regulations
• Maintain strict confidentiality of sensitive healthcare and customer data

Qualifications & Experience

• Bachelor s degree in Information Technology, Health Informatics, Computer Science, or equivalent technical experience
• Minimum 7 years of experience in healthcare IT, EHR systems, interoperability, or technical support leadership
• Strong working knowledge of:
  • HL7 messaging standards (VXU, QBP)
  • Web services and secure data transmission
  • EHR system configuration and implementation workflows
• Experience working with healthcare providers, hospitals, clinics, and software vendors
• Proven ability to manage multiple customers, projects, and priorities concurrently
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint)

Preferred Skills

• Experience supporting immunization, public health, or population health data workflows
• Familiarity with healthcare data quality management and auditing
• Background in vendor management or technical account management
• Strong problem-solving and analytical skills

What Success Looks Like

• Reliable, high-quality data exchange between customer systems
• Smooth onboarding and implementation experiences for new customers
• Reduced data errors and faster resolution of technical issues
• Strong, trusted relationships with customers and technology partners

"Equal Opportunity Employer/Veterans/Disabled"