Lead of Technical/Product Support Team

Langate is an award-winning provider of web development services in 3 main categories: business, healthcare, and education. At Langate, we're passionate about crafting digital solutions that make a real impact. We take immense pride in our strong collaboration with the U.S.  We're here to shape the future of technology, one milestone at a time. 
In addition to technical expertise, we value excellent communication skills. Collaboration and effective teamwork are the cornerstones of our success, and we believe in fostering an environment where everyone’s voice is heard and valued. 

About the project: The project is a healthcare revenue-cycle platform specializing in real-time insurance eligibility verification and automated coverage-change monitoring. The project is in an active development phase, supporting a growing base of existing clients while handling a high and increasing volume of coverage-related requests. In parallel, the team is rebuilding the platform to deliver a refreshed UI and enhanced functionality. We're also expanding integrations with new payers and third-party systems, while continuously maintaining and adapting previously. 

Requirements:  

• 5+ years experience of working with the support team, including at least 2 years of leadership/management positions
• Proven experience supporting US healthcare software products (e.g., EHR/EMR systems, payer/provider platforms, claims processing, HIPAA-compliant systems)
• Strong understanding of SaaS platforms, APIs, and integrations
• Understanding of the US healthcare and medical insurance systems; experience with such projects will be a plus
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk)
• Basic SQL and data analysis skills
• Software engineering background would be a plus
• Excellent problem-solving and analytical thinking
• Strong written and verbal communication skills
• Ability to work under pressure and manage multiple priorities 

Responsibilities: 

• Overseeing and scaling the work of the support team
• Track accordance to the SLA
• Establishing KPIs and tracking progress
• Communicating with the customers and the development team to establish an efficient ticket processing system
• You will report to the Project Manager. 

Team: 2 support engineers, Dev team: ~7 developers 

Schedule: 5/2, 8-hour working day (40 hr per week). US hours (starting at 2pm CET) 

Hiring process: HR interview + tech specialists   

We offer:  

• Competitive salary
• Official employment, paid sick leave, 20 days of paid vacation
• Free English lessons    
• Flexible work schedule    
• Official Ukrainian holidays are non-working days  
• Paid courses and certifications    
• Сoach / psychologist consultation   
• Workshops    
• Career development plan
• Mentoring Education    
• Medical Health Insurance