Director, Software Reliability and Support Engineering

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. The Director of Software Reliability and Support Engineering is responsible for the strategy, execution, and continuous improvement of Level 2 and Level 3 support for healthcare software products, ensuring high-quality support and operational excellence.

Responsibilities:

• Own the overall Level 2 and Level 3 support strategy, aligning support operations with business objectives, customer expectations, and regulatory requirements in healthcare
• Build, lead, mentor, and retain high‑performing technical teams, including managers and senior individual contributors
• Establish clear roles, responsibilities, career paths, and skill progression for Level 2 and Level 3 support staff
• Foster a culture of accountability, continuous improvement, and collaboration across Support, Engineering, Product, and Customer Success
• Lead a highly skilled technical team responsible for complex defect analysis, deep troubleshooting, root cause analysis, and advanced remediation
• Serve as the executive escalation point for critical production incidents and customer-impacting issues
• Partner closely with Engineering to: Drive defect resolution and prioritization Improve software quality and stability Influence architecture, observability, and supportability Ensure effective post‑incident reviews and corrective action plans are completed and tracked
• Oversee Level 2 support, which serves as a step up from Level 1 and provides deep software and product knowledge with some technical troubleshooting capability
• Ensure Level 2 effectively triages, investigates, and resolves issues before escalation to Level 3
• Define clear escalation criteria, handoff processes, and documentation standards between Level 1, Level 2, and Level 3
• Improve first‑time resolution rates and reduce unnecessary escalations through training and process improvements
• Define and monitor key performance indicators (KPIs) such as SLA adherence, mean time to resolution (MTTR), backlog health, and incident recurrence
• Implement scalable processes, tooling, and automation to improve efficiency and support growth
• Ensure support operations meet healthcare compliance requirements (e.g., HIPAA, data privacy, security standards)
• Own incident management processes, including on‑call rotations, severity definitions, and communications
• Act as a primary liaison between Support and Engineering, ensuring smooth feedback loops and shared ownership of product quality
• Partner with Product Management to provide customer‑driven insights, trends, and improvement opportunities
• Collaborate with Customer Success and Account teams on high‑impact customers and strategic initiatives

Requirements:

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
• 10+ years of experience in software support, engineering, or technical operations, with at least 5 years in a leadership role
• Proven experience leading Level 2 and Level 3 support teams for complex software products
• Strong understanding of modern software systems, including cloud‑based architectures, APIs, databases, and production operations
• Experience supporting software in regulated environments, preferably healthcare or similarly complex industries
• Demonstrated ability to manage escalations, lead incident response, and drive long‑term quality improvements
• Experience supporting healthcare software products or platforms used in clinical, financial, or operational healthcare settings
• Background in software engineering, SRE, or DevOps
• Familiarity with ITIL concepts, incident/problem management, and support tooling
• Experience scaling support organizations in a growing SaaS or enterprise software company