Customer Success Technical Manager

LiveData is a healthcare technology company focused on automating clinical and operational workflows across EHR systems. The Customer Success Technical Manager role involves owning technical issue resolution and creating product documentation for hospital customers, ensuring a responsive customer experience through effective problem-solving and communication.

Responsibilities:

• Take in reported customer issues, diagnose root causes, develop technical solutions, and communicate results to hospital stakeholders
• Proactively track and manage open issues, keeping customers informed on status and timelines
• Write and maintain technical documentation, including user guides, troubleshooting references, and release notes
• Collaborate with Engineering on defect resolution and with Product on feature requests surfaced through support
• Work with DevOps on release planning to understand how updates affect customer environments
• Train hospital staff on product features, configurations, and workflows
• Use AI tools (Claude Code and similar) as part of your daily workflow

Requirements:

• 5+ years of experience as a software engineer or in a technical customer-facing role
• Ability to diagnose and resolve software issues independently, including reading logs, querying databases, and tracing integrations
• Experience communicating technical information to non-technical stakeholders in healthcare settings
• Strong written communication skills, with demonstrated ability to produce clear technical documentation
• Experience working across engineering, product, and clinical teams
• Experience with EHR systems (MEDITECH, Oracle Health/Cerner, Epic) or healthcare data standards (HL7, FHIR)
• Familiarity with AWS services or cloud-based SaaS platforms
• Experience with AI-assisted development tools and workflows
• Background in healthcare IT support, implementation, or customer success