• Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces • Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication • Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards • Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume • Partner closely with Implementation groups to ensure clean handoffs from build to production support • Identify recurring failure patterns across client environments, EHR upgrades, and product releases • Mentor and grow a high performing remote team of Integration Support Engineers • Act as a trusted partner to client IT and interface teams