Customer Support Manager - Remote based in the US

Tenet Healthcare is hiring a Customer Support Manager to support internal business users and teams that rely on IBM i-based applications and services. The role manages support cases, collaborates with technical and business teams, analyzes data and system behavior, and recommends process improvements and modernization initiatives.

Responsibilities:

• Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution
• Experience working with ticketing systems is required; knowledge of ServiceNow is preferred
• Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up
• Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues
• Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives
• Monitor support queues and prioritize work to meet established service level objectives
• Analyze data and system behavior to identify root causes and recommend solutions
• Identify recurring issues and recommend process improvements to improve operational efficiency and user experience
• Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements
• Track support trends, service metrics, and operational performance indicators
• Assist with testing, validation, and implementation activities related to system enhancements and fixes
• Contribute to a culture of accountability, service excellence, innovation, and continuous improvement

Requirements:

• Bachelor's degree or equivalent practical experience
• Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field
• Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments
• Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies
• Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs
• Experience investigating data-related issues and performing root cause analysis using DB2 and SQL
• Strong problem-solving, analytical, and troubleshooting skills
• Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Experience working with ticketing systems, case management platforms, or similar tools
• Strong organizational skills and attention to detail
• Ability to work collaboratively across technical and business teams and build strong working relationships
• Experience supporting enterprise business applications and operational systems
• Experience in the healthcare industry, particularly with healthcare claims processing, insurance billing, appeals, denials, eligibility, or related revenue cycle management processes
• Technical aptitude and ability to understand software, systems, and technology concepts
• Prior software development experience or familiarity with IBM i development environments, RPG, CL, or SQL is a plus
• Knowledge of Visual Studio Code and modern IBM i development and management tools is a plus
• Experience with process automation, workflow optimization, or modernization initiatives
• Prior experience working with engineering, operations, or product teams
• Knowledge of support best practices, service management processes, and root cause analysis methodologies