We are seeking a strategic and technically adept Director of Support Engineering to lead a high-performing team supporting our healthcare applications and platforms. This role is ideal for a hands-on leader with deep knowledge of the U.S. healthcare ecosystem—particularly in areas such as PHI security, risk adjustment, and regulatory compliance—and a strong track record of delivering customer-focused technical solutions.

In this position, you’ll work cross-functionally to ensure that our support engineering operations run smoothly, meet industry standards, and exceed client expectations. You’ll also play a pivotal role in guiding support strategies, managing escalations, and driving quality and innovation across support services.

• Lead, mentor, and manage the Support Engineering team to deliver high-quality technical support for healthcare platforms.
• Provide technical direction for the resolution of complex issues, including troubleshooting and performance tuning.
• Build a team culture centered on collaboration, transparency, continuous learning, and regulatory compliance.
• Ensure secure handling and processing of PHI data, in alignment with HIPAA, HITRUST, and CMS regulations.
• Act as the primary technical contact for customer escalations, system incidents, and performance reports.
• Develop and present clear, data-driven reports on team performance, client satisfaction, and key support metrics.
• Collaborate with clients to design custom workflows, optimize NLP-based recommendations, and improve data ingestion strategies.
• Maintain high standards for case resolution quality and drive ongoing improvements based on feedback and analytics.
• Design and implement customized reports and platform configurations to meet specific client and regulatory requirements.
• Build and maintain tools for monitoring data ingestion, ensuring data integrity and process automation.
• Collaborate with Security, Compliance, Product, and Engineering teams to align support efforts with business goals and regulatory requirements. 
• Participate in testing and validating new product features and releases to ensure readiness and supportability. 
• Maintain and expand internal knowledge bases by documenting solutions, best practices, and lessons learned. 
• Stay current with industry trends and innovations related to AI-driven risk stratification and healthcare data transformation.
• Lead Scrum call with Engineering for issue prioritization of a agile development
• Lead call with Customer program managers to ensure client satisfaction of the product
• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
• Complete all responsibilities as outlined in the annual performance review and/or goal setting.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.
  
  

• 8+ years of experience in engineering support or technical support roles, preferably in healthcare or health IT environments. 
• 3+ years of experience managing and leading technical teams, with a strong focus on team performance and development.
• Proven experience leading and scaling technical support or support engineering teams within the healthcare technology space. 
• Deep expertise with Edifecs Risk Adjustment tools, including Encounter Management, NLP Suspect, Retro Review, and Pre-Visit platforms.
• Strong working knowledge of HIPAA, HITRUST, and CMS compliance frameworks, especially as they relate to PHI data handling and risk adjustment models. 
• Demonstrated proficiency with Confluence or similar knowledge management platforms. 
• Technical depth in system integration, real-time data ingestion, and workflow automation in payer/healthcare environments. 
• Excellent troubleshooting and debugging skills, with hands-on experience in EMR/claims systems and healthcare data transformations. 
• Skilled communicator able to clearly explain complex technical issues to non-technical stakeholders and executive audiences.
• Experience designing automated workflows and tools to support scalable, secure support operations.
• Familiar with agile mythologies
• Strong knowledge in Linux, SQL and Java
• Strong understanding of AI and NLP applications in healthcare is a plus

Cognitive/Mental Requirements:

• The intellect and energy to excel in a complex and ever-changing environment, coupled with the poise and ability to act calmly in high-pressure, high-stress situations
• Communicating with others to exchange information
• Problem-solving and thinking critically
• Completing tasks independently
• Interpreting data
• Making timely decisions in the context of a workflow
• Maintaining focus
• Assessing the accuracy, neatness and thoroughness of the work assigned
• Remembering and adhering to processes and protocols
• Applying established protocols in a timely manner

Working Conditions and Physical Requirements:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers.
• No adverse environmental conditions expected.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.

Base compensation ranges from $163,000 to $203,000 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. 

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Date of posting: 6/19/2025

Applications are assessed on a rolling basis. We anticipate that the application window will close on 7/19/2025 but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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