Job Description
Job DescriptionSalary:
Our Customers Don't Just Like Us They Brag About Us. That's Your Job.
At Knostos, we build pharmacy automation software that helps Long-Term Care and Specialty pharmacies run smarter, faster, and with fewer headaches. Our customers are pharmacists, operators, and care teams people whose work directly impacts patient lives. When something goes wrong in their world, every minute matters.
We don't do "good enough" support. We do the kind of support that makes customers call their peers and say "you have to try this company." We're looking for the manager who makes that happen every single day.
What You'll Own
You'll lead a team of 46 Level 1 Support Engineers and be the person accountable for turning Knostos support into a genuine competitive advantage. Right now, our biggest challenge is speed tickets are taking too long to resolve, and you'll be the one to fix that, structurally and culturally.
- Slash resolution times. Audit the current workflow, identify the bottlenecks, and build a system where speed is the default not the exception.
- Lead from the front. You're not just managing you're the Level 2 technical escalation point. When your team gets stuck, you unstick them. If you get stuck, you find the Level 3 resource you need to resolve the issue.
- Get ahead of problems. Proactively monitor customer health and reach out before they open a ticket. The best support interaction is one the customer never had to initiate.
- Build relationships, not just tickets. Pharmacy clients are people. You'll know their names, their setups, and their quirks and so will your team.
- Build the knowledge machine. Own the internal and external knowledge base. If the same question gets asked twice, that's a documentation gap, not just a support request.
- Develop your team. Coach your L1 engineers to think faster, communicate better, and grow into technical depth they didn't know they had.
What You Bring
- 35 years of experience in a technical support or customer success role, with at least 12 years managing or mentoring a team
- Solid working knowledge of SaaS web applications and SQL/relational databases you can run a query, read logs, and diagnose a data issue without flinching
- A natural instinct for root cause analysis you don't just close tickets, you prevent the next five
- Experience with ticketing systems (Zendesk, Freshdesk, Jira, or similar) and a strong opinion about how support ops should work
- Exceptional written and verbal communication English and Spanish preferred, given our Puerto Rico base and regional clients
- An obsessive bias toward speed and resolution, balanced with real empathy for customers under pressure
Bonus Points
- Background in healthcare IT, pharmacy software, or regulated SaaS environments
- Experience building or overhauling a support knowledge base from scratch
- Familiarity with Windows Server environments or integration-heavy platforms
Why Knostos
- Real ownership this isn't a role where you maintain the status quo, it's one where you set it
- Direct impact on customers who are doing genuinely important work in healthcare
- A leadership team that values speed, accountability, and people who speak up
- Competitive salary, benefits, and the energy of a growing SaaS company with the stability of 15+ years in the industry
Leadership & Soft Skills
- Demonstrated ability to manage and develop engineering team leads
- Comfortable operating in fast-paced, ambiguous environments with shifting priorities
- Experience coordinating across international teams and time zones
- Strong written and verbal communication skills in English; Spanish proficiency is a significant plus
- Highly organized, with a bias toward documentation and process clarity