Customer Success Technical Manager
Location
Massachusetts
Posted
5 hours ago
Salary
Not specified
Seniority
Lead
Job Description
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Customer Success Technical Manager
LiveData | Remote, United States (Eastern Time preferred) | Full-Time
About LiveData
LiveData is a healthcare technology company automating clinical and operational workflows across Electronic Health Record (EHR) systems. Our engineering team treats AI coding assistants as standard development tools, not experiments. We build on a serverless-first AWS architecture to keep systems lean and costs low.
The Role
We are hiring a Customer Success Technical Manager to own technical issue resolution and product documentation for our hospital customers. You will report to the Director of Customer Success and work alongside a Customer Success Project Manager to deliver a hands-on, responsive customer experience.
This is a problem-solving role. When a customer reports an issue, you take it from intake through resolution: understanding the problem, developing a technical fix or workaround, and communicating the outcome. You also write and maintain the documentation that helps customers succeed with our product independently.
What You Will Do
- 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
Job Requirements
- What You Bring
- Required:
- 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
- Preferred:
- 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
- What Sets This Role Apart
- Technical depth required. This is not a relationship management role. You need the engineering background to diagnose issues, build fixes, and explain solutions to hospital IT teams.
- AI-assisted workflows are expected. We use AI tools daily; comfort with AI-assisted work is a baseline, not a bonus.
- Documentation is a first-class responsibility. You own the documentation that customers rely on. Clear writing matters as much as technical skill.
- Direct hospital engagement. You communicate directly with hospital customers. Understanding clinical workflows makes you more effective.
Benefits
- Compensation
- Competitive salary commensurate with experience. Benefits include health, dental, and vision insurance; 401(k); paid time off; and remote work flexibility.
- Work Location
- This is a fully remote opportunity. However, you must be able to meet approximately quarterly in the Boston area for all-hands, in-person get-togethers. We strongly prefer employees in the Eastern Time Zone. If you live elsewhere, it would be great to demonstrate previous experience working core business days between 8 AM and 5 PM Eastern.
- Employment Authorization
- Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.
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