Technical Support Account Manager (Health Information Exchange)- Hybrid, Cary, North Carolina
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About the job
As a Technical Support Account Manager (TSAM) supporting NC HealthConnex, North Carolina’s statewide Health Information Exchange, you act as a primary technical advocate, escalation manager and trusted advisor for one of SAS’s most strategic public‑sector healthcare customers.
This role is responsible for planning and leading production support activities, customer advocacy, and cross functional coordination throughout SAS, NC HIEA, healthcare participants, and third-party vendors. You will support a highly available and regulated healthcare portal and analytics platform that enables clinical data exchange for providers, pharmacies, public health agencies, and other stakeholders across the state of NC.
Success in this role requires practical experience in healthcare interoperability, HIE operations, concurrent project management, and multi-enterprise-wide problem resolution, as well as a honed ability to manage complex relationships and public-facing priorities.
As a Technical Support Account Manager, you will:
Technical Project Management & Continuous Improvement
- Serve as Technical Support Account Manager for production support initiatives, platform enhancements, and stabilization efforts.
- Support and troubleshoot InterSystems HealthShare HIE Platform, Mirth, and related integration engines.
- Work with the HelpDesk team and management to support and coordinate end‑user Level 2–3 issues, providing technical guidance, escalation support, and coordination as needed.
- Partner with SAS R&D, professional services, and hosting operations teams to define scope, risks, dependencies, and timelines.
- Identify trends in incidents, defects, and operational metrics; recommend proactive monitoring, automation, and process improvements.
- Contribute to runbooks, operational procedures, and customer-facing documentation.
- Provide technical project management expertise for statewide exchange workflows utilizing HL7 v2, FHIR, CDA / CCD, IHE profiles, or X12 transactions
- Stay current on healthcare interoperability standards, regulatory requirements, and public-sector HIE for best practices.
Production Support & Incident Management
- Coordinate and drive resolution of production incidents, defects, and service-impacting issues.
- Own incident severity assessment, business impact analysis, escalation paths, and communications.
- Lead and manage incident war rooms (focus rooms), facilitating cross‑functional collaboration, driving action items, maintaining timelines, and ensuring clear communication through incident resolution and post‑incident follow‑up.
- Facilitate post‑incident reviews, including coordination of root cause analysis (RCA), documentation of findings, identification of corrective and preventive actions, and follow‑through on remediation and improvements.
- Ensure post‑incident learnings are incorporated into monitoring, processes, runbooks, and platform improvements.
- Ensure all cases, action items, root causes, and outcomes are documented accurately in SAS support systems.
- Participate in Level 2 on-call rotation for critical production support.
Customer Advocacy & Account Leadership
- Act as the primary technical point of contact and escalation owner for NC HealthConnex production platforms.
- Build strong relationships with NC HIEA leadership, program management, technical teams, healthcare participants, and vendors.
- Lead executive‑level communications during incidents, escalations, and high‑impact events, providing clear status, risk assessment, and resolution updates.
- Represent the customer’s technical and operational needs within SAS, advocating for timely resolution, appropriate prioritization, and alignment with customer and contractual objectives.
- Proactively engage with customer stakeholders to identify emerging concerns, operational risks, and opportunities for service improvement.
- Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.
Required qualifications
- Bachelor’s degree in Computer Science, Information Systems, or a related field
- 5+ years' experience in enterprise technical support, production operations, or technical account management.
- Experience supporting healthcare systems that use interoperability standards, including HL7, FHIR, CDA, IHE, or X12
- Knowledge of healthcare integration engines such as InterSystems HealthShare/Ensemble, Mirth (NextGen), Cloverleaf, or Rhapsody.
- Ability to operate effectively and problem-solve under pressure in production environments
- Strong written and verbal communication skills with customer-facing experience.
- Proven experience gathering technical requirements and communicating complex technical concepts clearly to leadership and non‑technical stakeholders, including healthcare executives and care providers.
- Participate in after-hours Severity 1-2 remediation or on-call rotations as needed
- Ability to travel occasionally based on customer or business needs
- Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
Additional competencies, knowledge and skills
- Collaborating: Working cooperatively with others to help a team or work group achieve its goals.
- Building Customer Loyalty: Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust
- Earning Trust: Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges
- Direct experience supporting NC HealthConnex or another statewide HIE
- Knowledge of Healthcare workflows, public health reporting, or HIE participant onboarding
- Experience supporting SAS products or working within SAS support organizations
- Exposure to monitoring dashboards, proactive alerting, and operational reporting
World-class benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include:
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Tuition Assistance Program and programs and resources to support your development
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
You are welcome here.
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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