Technical Lead - US Remote

Job description

#### **What is PerfectServe?** PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue. PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care and improve the well-being of their clinicians. Leading analyst firms like Gartner® and KLAS Research have consistently validated our approach: 1. In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant™ for Clinical Communication and Collaboration — the clear segment leader. 2. PerfectServe also received two Best in KLAS awards in 2026 — one for physician scheduling and another for ambulatory clinical communications. That makes for 11 Best in KLAS awards over the past 9 years. At PerfectServe, you'll have a unique opportunity to join a collaborative team with decades of experience that finds new ways to delight our customers every day. This involves consistent efforts to stay on the cutting edge of product development, which includes everything from implementing AI in new and existing solutions to brainstorming with customers about novel workflows. But you don't have to be in product to make in impact — everybody at PerfectServe contributes to important work that moves the business forward. If you're looking for a well-established, tech-forward company full of smart people doing meaningful work, you've found the right place! The **Technical Lead** supports a portfolio of customers and provides technical expertise to account teams and clients, driving optimization, adoption, and ensuring service excellence. This role delivers tactical day-to-day support, manages escalated issues, and oversees complex configuration changes for all business segments. **What You Will Do** • Provide tactical day-to-day technical support to operational contacts. • Understand clinical workflows and apply PerfectServe solutions to improve them. • Partner with customer contacts to enhance adoption, train on self-administration best practices, and optimize account configurations. • Utilize Zendesk to ensure accurate and timely resolution of service requests in collaboration with the Support Center. • Manage, resolve and document complex and escalated requests and configuration changes. • Prepare and analyze reports for business reviews, utilizing custom reporting and analytics tools. • Contribute to product, process, and best practice documentation. • Provide tier-three technical support and collaborate on product feedback and enhancement requests. • Investigate and thoroughly document reported technical client concerns **What You Will Bring** • Strong technical expertise and ability to apply PerfectServe solutions in complex environments. • Ability to manage multiple tasks and resolve technical issues under pressure. • Excellent relationship-building, written, and verbal communication skills. • Exceptional customer service mindset with a commitment to exceeding expectations. • Adaptability, strong work ethic, and motivation to grow professionally. **Essential Qualifications** • Bachelor’s degree or equivalent experience. • 1+ years experience with PerfectServe implementation or support preferred. • 2+ years experience supporting SaaS customers or troubleshooting technical workflows. • Healthcare or clinical workflow experience preferred. • Proficiency in reporting tools (e.g., Looker) is a plus. • Ability to travel occasionally (less than 10%). **Why Join PerfectServe?** At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation. We offer a salary range of **$50,000 - $55,000 USD** per year, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support.We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations. #### **Benefits:** - Remote first work environment - Health, Dental, Vision, Life and Disability Insurance options available day one. - 401K - with match and immediately vested. - 17 company holidays, 2 floating holidays plus competitive paid time off policy - Internal Advancement Opportunities [PerfectServe](https://www.perfectserve.com/) offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.