Director of Customer Support Engineering

Who We Are:

PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.

Who we are:

PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.

The Role:

The Director of Customer Support Engineering will lead and scale a global team responsible for resolving complex technical issues, driving customer trust , and serving as the technical voice of the customer. This leader will set the strategy for support engineering, scale processes, and build a high performing team with capabilities across troubleshooting integrations and customer communication.

Equally important this role will partner closely with Product, Engineering, and Customer Success to close feedback loops, prioritize fixes, and deliver a seamless customer experience. role combines leadership, technical expertise, and strategic vision to ensure our customers receive exceptional support while continuously improving processes, tools, and team capabilities.

What You’ll Do:

• 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.

• 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:

• Get energy from building leaders and shaping a culture where technical teams do their best work.

• Find satisfaction in solving complex problems and creating lasting, systemic solutions.

• 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

DoseSpot 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.