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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - **Company:** Fusion - **Location:** Topeka, KS, United States - **Experience:** Expert - **Salary:** $85,000.0 - $95,000.0 - **Contract:** Permanent contract - **Skills:** Computing Platforms, Health Informatics, Information Systems, Medical Software, Issue Tracking Systems, SQL Databases, Systems Integration, EHR Systems, Mttr, Information Technology, Tools for Reporting - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2f9f1454f67620af ## About the Role Do you have experience in Customer communication?, Do you have a Bachelor's degree?, * Bachelor's degree or equivalent experience in Computer Science, Information Systems, Healthcare Technology, or a related field. * 5+ years of experience in technical support, application support, healthcare IT, or a related operational environment. * Prior leadership, mentorship, or team coordination experience strongly preferred. * Strong command of support operations: ticketing systems, SLA management, triage workflows, and escalation management. * Proven ability to balance ongoing support responsibilities with project or implementation work. * Analytical and problem-solving skills, including the ability to manage complex, high-impact issues independently. * Strong verbal and written communication skills, including the ability to translate technical concepts for non-technical users and customers. * Experience with healthcare applications, EHR systems, pharmacy systems, or integrated software platforms preferred. * Familiarity with SQL, reporting tools, or integrations preferred. * Experience with Jira Service Management or similar support platforms preferred. * Relevant certifications (ITIL, HDI, CompTIA, Microsoft, etc.) are a plus but not required. ## Description Fusion Health is seeking a bright, motivated, and outgoing Associate Technical Engineer to join our Support team in our Woodbrige, NJ office location! This candidate will participate in dynamic and challenging projects to enhance our customer's software experience. We are looking for an ambitious team player who is target-driven and passionate about achieving results., The Support Team Lead is both a people leader and senior escalation resource, responsible for day-to-day support operations, team development, and continuous improvement. This individual ensures the team operates efficiently, proactively, and with a strong customer focus, including during active implementations, upgrades, and go-lives. * Lead and coordinate the Support team, including ticket oversight, workload balancing, prioritization, coaching, and day-to-day operational guidance. * Own queue health and SLA performance, ensuring tickets are triaged, escalated, and resolved appropriately, including management of high-priority and critical incidents. * Balance support and implementation responsibilities, maintaining service stability during installs, upgrades, training, and go-live activities. * Monitor team capacity across support, implementation, configuration, and project work; proactively identify risks and propose solutions. * Serve as the senior escalation point for complex technical, workflow, integration, or infrastructure issues; partner with Engineering, Product, and Operations to drive root cause resolution and MTTR reduction. * Develop cross-training plans to reduce single points of failure and improve operational flexibility. * Produce and maintain internal documentation, knowledge base articles, and troubleshooting guides to support scalable operations. * Mentor and coach team members, building technical depth, accountability, and customer service excellence. * Participate in implementation and go-live activities as the primary Support representative. * Contribute to leadership discussions on support metrics, SLA performance, staffing needs, and operational improvement; maintain team on-call rotation for critical incidents. * Travel to customer sites, including correctional facilities, may be required to support onsite implementations, go-lives, and onboarding activities., * This is a hybrid, full-time, salaried position based out of Topeka, Kansas. Our normal hours of operation are Monday through Friday, 8:00 AM to 4:00 PM. * Some travel will be required. * This position description is not intended to be exhaustive, and other duties may be assigned as they arise. * It is not expected that applicants have any familiarity with Fusion's proprietary applications, Healthcare software, or Corrections/Public Health business processes. Qualified candidates will be able to demonstrate related experience and transferable skills that will work well with the Fusion team. * Fusion is an equal employment opportunity employers ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Bitcoin SV: The Massively Scaled Blockchain to Meet Developer Needs](https://www.wearedevelopers.com/videos/20-bitcoin-sv-the-massively-scaled-blockchain-to-meet-developer-needs) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Should Tech Managers Be Developers First? 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