Technical Support Lead

About Medallion

At Medallion, we believe healthcare teams should focus on what truly matters—delivering exceptional patient care. That’s why we’ve built a leading provider operations platform to eliminate the administrative bottlenecks that slow healthcare organizations down. By automating licensing, credentialing, payer enrollment, and compliance monitoring, Medallion empowers healthcare operations teams to streamline their workflows, improve provider satisfaction, and accelerate revenue generation, all while ensuring superior patient outcomes.

As one of the fastest-growing healthcare technology companies—ranked No. 3 on Inc. Magazine’s 2024 Fastest-Growing Private Companies in the Pacific Region, No. 5 on LinkedIn’s 2024 Top Startups in the US, a Glassdoor Best Place to Work in 2024 & 2025, and featured on The Today Show—Medallion is revolutionizing provider network management. Our CEO, Derek Lo, has been named one of the Top 50 Healthcare Technology CEOs of 2024 by The Healthcare Technology Report. Backed by $85M in funding from world-class investors like Sequoia Capital, Google Ventures, Optum Ventures, and Salesforce Ventures, we’re on a mission to transform healthcare at scale.

We prioritize candidate safety. Please be aware that official communication will only come from @medallion.co email addresses.

About the role

As Medallion continues to scale, we’re hiring a Technical Support Lead to build and own our Support function from the ground up. This role is perfect for someone who thrives in early-stage environments, loves building structure where there is none, and wants to make a meaningful impact on the customer experience.

You’ll be the first dedicated technical support leader at Medallion — responsible for designing support processes, hiring and managing a growing offshore team, and becoming the go-to bridge between our technical and non-technical teams.

This role reports to the Head of Technical Solutions and base compensation may land between $130,000 – $160,000. In addition Medallion offers equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

What you’ll do

• Build from the ground up – Design and implement technical support infrastructure, processes, and tooling from scratch (or from very little).
• Lead and grow a team – Hire, manage, and mentor an offshore support team while serving as their onshore leader.
• Be hands-on – Jump in to troubleshoot issues, manage escalations, and communicate directly with customers when needed.
• Own the support process – Create clear, efficient workflows using tools like Intercom, Jira, Slack or other tools as needed
• Collaborate cross-functionally – Work closely with Engineering, Product, Operations, and Customer Support teams to escalate bugs, close feedback loops, and ensure a cohesive support experience.
• Translate and bridge – Communicate technical issues in ways non-technical stakeholders can understand, and vice versa.
• Define standards – Establish SLAs, reporting structures, and documentation to ensure scalable, high-quality support delivery.

Qualifications

• 5+ years of experience in technical support roles, with 2+ years in a leadership or people management capacity.
• Previous SaaS startup experience
• Proven experience building or scaling a support function — either from scratch or from early-stage
• Excellent communicator with the ability to simplify complex technical information for non-technical stakeholders
• Experience working with support tools like Intercom, Jira, and Slack
• Comfortable adapting or implementing new tools when needed
• A self-starter who thrives in ambiguity, and can take a broad idea and turn it into an actionable, scalable process
• Able to communicate well with a wide variety of internal and external contacts at all levels of the organization
• Must be able to work collaboratively in a team-oriented environment and be able to foster good working relationships with others both within and outside the organization
• Preferably also have:
• • Healthcare experience
  • Experience leading or coordinating offshore teams