About the Role
As the Customer Support Manager – HealthTech, you’ll take ownership of technical issue resolution and customer support operations across a global healthcare technology platform. This hands-on leadership role is critical in ensuring seamless service delivery to healthcare clients, patients, and referrers.

In this newly defined position, you will work across engineering and product teams to directly diagnose and resolve system-level issues, guide support workflows, and play a pivotal role in shaping support-led retention and customer experience outcomes.

If you’re passionate about healthcare innovation, highly technical, and ready to step into a leadership role (or grow into one), this is a unique opportunity to drive impact in a growing digital health business.

Key Responsibilities

• Take the lead on technical troubleshooting—perform in-depth diagnostics using SQL, system logs, and other tools to identify root causes of issues.
• Manage, mentor, and develop a high-performing support team; open to candidates stepping into people leadership.
• Support and scale operations across ANZ and Southeast Asia, ensuring service availability across time zones.
• Collaborate cross-functionally with engineering, product, and commercial teams to ensure rapid issue resolution and platform reliability.
• Drive support-led retention by enhancing the customer experience, improving CSAT/NPS, and increasing service efficiency.
• Optimise support processes and tools, including existing ticketing systems (e.g., Zendesk, Salesforce, JIRA), with a focus on SLA performance.
• Work in compliance-heavy environments (e.g., healthcare, HL7, DICOM, HIPAA) and maintain regulatory best practices.

About You

You have hands-on experience in technical troubleshooting, including:

• Writing or interpreting SQL queries to investigate data anomalies
• Performing log analysis to identify system or integration issues
• Conducting system-level diagnostics across APIs, cloud infrastructure, and application layers

You may already be leading a support team — or you might be a technically strong support engineer ready to step into leadership.

You’re familiar with support tools such as Zendesk, Salesforce Service Cloud, or JIRA, and know how to optimise workflows within SLA-driven environments.

You thrive in fast-paced, high-growth tech settings, and have worked in (or are ready to work in) compliance-heavy sectors like healthcare or life sciences.

You bring a data-driven mindset, excellent problem-solving skills, and a natural ability to collaborate across technical and customer-facing teams.

Benefits

• Strategic and technical leadership role within a scaling digital health company
• Hybrid working model – Melbourne CBD office + remote flexibility
• Close collaboration with executive leadership and influence on product direction
• Competitive salary package + superannuation + performance incentives
• Strong career development opportunities in a globally expanding business

How to Apply

If you’re excited by the opportunity to blend technical problem-solving with customer impact in a healthtech company reshaping care delivery, we’d love to hear from you.

Apply now with your CV or reach out for a confidential discussion:
Maddy Dwyer – Senior Recruitment Consultant
03 9938 7101
mdwyer@hpgconnect.com