Director, Support Delivery
About DrFirst
For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end to end solutions enhancing prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. Here you will get to work with some of the smartest and most interesting people around, solving unique and complex challenges in healthcare on a scale matched by few companies. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues, we want to talk to you.
Position Overview
The Director, Support Delivery is a senior technical leader responsible for escalation and triage excellence, and for building the next generation of expert technical support specialists at DrFirst . This is not a role about running day-to-day support operations — it is a role about technical depth. The Director owns how the hardest cases are diagnosed, how escalations are reasoned through, and how that expertise is transferred to the people who deliver support every day.
Reporting to the VP, Customer Operations, the Director works embedded within the Product organization, serving as the technical bridge between support and engineering. The core measure of success is twofold: the rigor and speed with which complex issues are triaged and escalated, and the demonstrable growth in technical capability of the specialists the Director develops.
We are looking for a diagnostician and a teacher — someone who approaches a difficult case the way a physician approaches a differential diagnosis, working from symptoms to the full range of possible causes before landing on resolution, and who can teach that same reasoning to others. This is a deeply technical leadership role: the mandate is the craft of complex resolution and the development of technical talent, not the day-to-day management of support operations.
The role includes an immersive ramp — time embedded with our Product organization and hands-on with our support practice — designed to build the product fluency and floor credibility this Director leads from before taking on the senior technical specialists they will develop.
What you will work on
Escalation & Triage Leadership
- Own the technical triage and escalation discipline for the support organization — how complex cases are diagnosed, reasoned through, and routed to resolution
- Build and maintain the escalation framework: triage criteria, handling standards, resolution ownership, and clear definition of what constitutes a product escalation versus a support execution issue
- Serve as the senior technical decision-maker on the most complex and highest-impact escalations across partner and enterprise accounts
- Ensure escalation decisions are made at the right level and that difficult cases reach senior technical intervention when they should
Building Technical Experts
- Develop a bench of expert technical support specialists — the primary measure of success in this role
- Teach diagnostic and triage reasoning as a transferable skill, not just resolve cases personally
- Define and raise the technical competency standard across the specialist capability ladder
- Directly lead and mentor the organization’s most senior technical support specialists
Product Partnership
- Work embedded within the Product organization as the primary technical interface between support and engineering
- Build a systematic feedback loop between support escalation trends and the product roadmap — ensuring support signal informs prioritization rathe