Experity

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Compensation: Budgeted between $90,900 and $115,000 dependent upon years of applicable experience.

Responsibilities:

• Oversee daily operations of Tier III support, ensuring timely resolution of critical customer issues, escalations, and systemic incidents.
• Hire, mentor, and develop a high-performing team of support engineers.
• Act as the escalation point for high-impact technical issues, driving collaboration across Engineering, Product, and Support to ensure rapid resolution and post-incident follow-up.
• Lead root cause analysis efforts for recurring issues and work cross-functionally to ensure systemic improvements are implemented.
• Represent the customer and support perspective in product development cycles, beta programs, and major releases.
• Build and maintain deep internal technical documentation and knowledge-sharing practices across support tiers.
• Continuously assess and evolve tooling, workflows, and data usage to improve efficiency, visibility, and resolution times.
• Deliver regular reports on issue trends, team performance, and customer impact to executive leadership.
• When necessary, participate in customer conversations to provide transparency, expertise, and reassurance during major incidents or escalations.
• Other duties as assigned.

Travel:

• Ability to travel as needed

Education and Experience:

• Bachelor's degree or equivalent combination of education and experience.
• Five years in technical support, engineering, or operations roles, with 2+ years in a leadership capacity.
• Strong technical acumen, with working knowledge in areas such as APIs, databases, and cloud infrastructure.
• Track record of managing escalations with cross-functional teams and executive stakeholders.
• Exceptional problem-solving, communication, and crisis management skills
• Demonstrated ability to lead through ambiguity and scale complex operations.
• Experience implementing best-in-class support practices (e.g., RCA, incident command, KCS, continuous improvement).

Every Team Member Exhibits Our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client