Senior Technical Support Manager, Viz
$139-199k
+ Equity + Bonus
AI-powered care coordination
Be an early applicant
AI-powered care coordination
201-500 employees
Be an early applicant
$139-199k
+ Equity + Bonus
201-500 employees
Company mission
To make healthcare work faster and smarter.
Role
Who you are
- You are driven to help Viz reliably connect patients to lifesaving care
- You excel at prompt, clear, and friendly communication
- Never satisfied when a problem just goes away, you always get to the bottom of it
- You enjoy being a calm, clear, and caring voice when someone needs your help
- You thrive in a highly accountable environment, and are not afraid to have fun at work
- 5+ years’ experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service
- Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
- 2+ years Linux system administration and 3+ years using Salesforce
- Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
- Healthcare interface/integration and medical imaging (DICOM) experience is a plus
- Experience supporting FDA-regulated software as a medical device (SaMD) is a plus
- You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output
What the job involves
- The Senior Manager of Technical Support is responsible for executing the Technical Support strategy and tactics that improve the customer experience and build emotional loyalty, driving stronger customer engagement and long-term retention
- This role focuses on advancing support operations by building strong cross-departmental partnerships that expand team knowledge, streamline issue resolution, and reduce time to resolution
- The Senior Manager, Technical Support leads a large team with a focus on accountability, operational efficiency, and consistent delivery of timely, high-quality support
- They foster a culture of collaboration, continuous learning, and ownership, while actively increasing team engagement and developing junior leaders to build long-term organizational strength
- This role is also responsible for creating a motivating, high-performance environment that attracts, retains, and grows top talent
- Develop and achieve Technical Support objectives and goals to support the organizational vision
- Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team
- Ensure targeted service and performance standards are achieved or exceeded
- Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity
- Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team
- What success looks like:
- You ramp quickly and establish yourself as a trusted, high-impact leader and Viz product expert within your first 60 days
- You consistently drive strong team performance, turning challenging customer situations into positive outcomes that build loyalty and advocacy
- You create and sustain a positive, “can-do” team culture grounded in accountability, ownership, and a solutions-oriented mindset
- You proactively monitor performance metrics, identify gaps, and take decisive action to improve quality, efficiency, and time to resolution
- You are recognized for reliability—responsive, accountable, and unwavering in follow-through on commitments to both customers and internal partners
- Your communication is clear, professional, and effective across all levels, enabling alignment and trust
- You build and maintain strong, collaborative relationships with internal teams (e.g., Product, Engineering, Customer Success) and external stakeholders to improve outcomes and remove friction
- You are a dependable leader your team and customers trust—an advocate, coach, and steady presence in high-pressure situations
Our take
In the U.S, strokes are the third leading cause of death, killing more than 140,000 people annually. These fatality rates are partially a result of strokes being hard to diagnose, and once they occur, it is often too late.
Viz uses artificial intelligence to rapidly identify stroke victims to provide treatment faster, aiming to save lives and the financial costs associated with medical treatment. The company achieves this by using machine learning, which is trained to identify anomalies within brain scans that neuroscientists struggle to spot.
With a valuation of over $1 billion, in 2023, Viz secured capital from pharmaceutical giant Bristol-Meyers-Squibbs to develop an AI algorithm and provider workflow focused on detecting hypertrophic cardiomyopathy. This is part of Viz's objective of branching out from a focus on strokes into new healthcare territory, such as through its 2025 partnership with precision oncology company Guardant Health to combat lung cancer.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2023
$40m
GROWTH EQUITY VC
Apr 2022
$100m
SERIES D
Total funding: $292m
Company benefits
- Work from home opportunities
Company HQ
SoMa, San Francisco, CA
Leadership
Dr Chris Mansi
(Co-Founder & CEO)Was a Neurosurgeon for 4 years before co-founding EDUSURG, an online medical education platform for surgeons, where they also served as CEO.
David Golan
(Co-Founder)Was an algorithm developer at b-hive networks and VMware, before becoming a Teaching Assistant at Tel Aviv University. Was also a Postdoctoral Fellow at Stanford.
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