Customer Success Technical Manager

LiveData Explained

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

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.