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 teamSolid working knowledge of SaaS web applications and SQL/relational databases you can run a query, read logs, and diagnose a data issue without flinchingA natural instinct for root cause analysis you don't just close tickets, you prevent the next fiveExperience with ticketing systems (Zendesk, Freshdesk, Jira, or similar) and a strong opinion about how support ops should workExceptional written and verbal communication English and Spanish preferred, given our Puerto Rico base and regional clientsAn obsessive bias toward speed and resolution, balanced with real empathy for customers under pressureBonus Points
Background in healthcare IT, pharmacy software, or regulated SaaS environmentsExperience building or overhauling a support knowledge base from scratchFamiliarity with Windows Server environments or integration-heavy platformsWhy Knostos
Real ownership this isn't a role where you maintain the status quo, it's one where you set itDirect impact on customers who are doing genuinely important work in healthcareA leadership team that values speed, accountability, and people who speak upCompetitive salary, benefits, and the energy of a growing SaaS company with the stability of 15+ years in the industryLeadership & Soft Skills
Demonstrated ability to manage and develop engineering team leadsComfortable operating in fast-paced, ambiguous environments with shifting prioritiesExperience coordinating across international teams and time zonesStrong written and verbal communication skills in English; Spanish proficiency is a significant plusHighly organized, with a bias toward documentation and process clarity Read LessRole Overview
Were not looking for a manager who sits in meetings. Were looking for a Product Operations Manager who makes things happen.
Youll be the connective tissue between our engineering teams, product roadmap, and operational delivery the person who sees the chaos, cuts through it, and gets things shipped. Youll report directly to the CEO, own key areas of the product roadmap, and be the force multiplier that keeps development moving when it wants to stall. Blockers get removed. Integrations get orchestrated. Team leads get unblocked. Tickets move from to do to done. This is not a clipboard-and-status-update role. Youll be in the weeds on technical challenges, in the room on product decisions, and expected to turn business needs into engineering outcomes fast.
Key Responsibilities
Problem Solving, Troubleshooting & Unblocking
Serve as the primary escalation point for technical blockers diagnose root causes quickly and drive resolution with urgency. Your main responsibility is to get projects over the finish line from 90 to 100%.Apply structured problem-solving approaches (root cause analysis, 5-whys, incident post-mortems) to recurring issues across development and operationsProactively identify risks and dependencies before they become blockers not just reactive firefighting, but systematic preventionTroubleshoot integration failures, environmental issues, and cross-team dependency conflicts to keep engineering velocity highOwn the day-to-day operational health of Front End and Back End engineering teamsTeam Leadership
Hold team leads accountable to sprint commitments and release deadlines tracking delivery metrics and addressing consistent slippage directlyIntervene alongside Team Leads to help developers that are off track on their goals or ship targetsParticipate in engineering standups, sprint reviews, and retrospectives in collaboration with team leadsMentor and develop team leads setting clear expectations, providing feedback, and supporting their growthManage capacity planning and resource allocation across development squadsCoordinate with the Customer Onboarding and Support/DevOps teams to ensure smooth release cycles and production stabilityProduct Management Contribution
Translate customer feedback, support escalations, and business requirements into actionable engineering ticketsPartner with onboarding and support teams to validate that shipped features meet customer expectationsRequirements
Project Management
Plan, track, and deliver engineering workstreams using Agile/Scrum managing sprints, backlogs, and release schedulesOwn delivery accountability set realistic timelines with team leads, track progress against commitments, and proactively surface risks before deadlines are missedEstablish and enforce a culture of delivery teams are expected to hit their commitments, and this role is responsible for making that happenCreate and maintain project plans, timelines, and status reports that keep stakeholders aligned without micromanaging teamsConduct regular deadline reviews with team leads identifying slippage early and driving corrective action, scope adjustments, or resource reallocation as neededCoordinate cross-functional dependencies across development, onboarding, and support to ensure on-time deliveryManage risk registers and escalation paths knowing when to flag issues and when to resolve them independentlyProficiency with project management tools such as ClickUp, Jira, or equivalentExperience
58 years of progressive experience in a technical operations, engineering management, or senior developer roleProven track record in a SaaS or B2B software environment, preferably at a startup or high-growth companyExperience in healthcare IT or pharmacy technology is a strong advantageTechnical Skills
Solid experience with API integrations and middleware architecture you know how systems talk to each otherHands-on proficiency with SQL and relational database management (SQL Server, SQL Anywhere, or similar)Working knowledge of CI/CD pipelines and DevOps tooling (GitHub Actions, Azure DevOps, or equivalent)Familiarity with project management methodologies (Agile/Scrum) and tools (ClickUp, Jira, or similar)Ability to read and contribute to code reviews you don't need to build features solo, but you need to understand what your team is buildingLeadership & Soft Skills
Demonstrated ability to manage and develop engineering team leadsComfortable operating in fast-paced, ambiguous environments with shifting prioritiesExperience coordinating across international teams and time zonesStrong written and verbal communication skills in English; Spanish proficiency is a significant plusHighly organized, with a bias toward documentation and process clarity Read LessThe Opportunity
We're looking for an Implementation Manager who thrives at the intersection of technical depth, project ownership, and relationship building. You'll be the person our pharmacy customers trust from day one guiding them through onboarding, holding every stakeholder accountable, and making sure the Medido Health experience exceeds expectations every single time.
If you love seeing a chaotic go-live turn into a smooth, celebrated launch and you take pride in the playbooks and systems that make the next one even better this role was made for you.
What You'll Do
Project Ownership & Delivery
Own the full implementation lifecycle from contract signature to go-live and post-launch stabilizationBuild and manage detailed project plans with milestones, owners, and dependencies and hold everyone (including us) accountable to themProactively identify risks before they become fires, and communicate status clearly to all stakeholdersDefine, track, and report on implementation KPIs to measure quality and speed of onboardingTechnical Configuration & Integration
Become a product expert across the Medido Health suite (Knostos, AIME, IRIS, KITT) with Level 2 technical depthLead data migration, system configuration, workflow mapping, and integration setup with pharmacy management systems and EHRsServe as a technical escalation bridge between customers and the product/engineering teamTroubleshoot and resolve configuration issues with confidence and speedCustomer Success & Relationship Management
Build trusted advisor relationships with pharmacy directors, IT leads, and clinical staffConduct executive-level steering meetings while also getting hands-on during technical workshopsPartner with Sales during pre-sales to scope implementations accurately and set the right expectationsDrive customer adoption, satisfaction, and retention from the very first interactionPlaybook & Process Development
Document repeatable onboarding playbooks, runbooks, and training materials that scale with the teamTrain internal team members on onboarding processes and best practicesContinuously improve the implementation methodology based on lessons learnedWhat Success Looks Like First 90 Days
First Customer Fully Onboarded
Playbook Documented
KPIs Defined & Tracked
Team Trained on Process
Stakeholder Relationships Built
Second Launch Already in Motion
What You Bring
Required Qualifications:
36 years of implementation, customer success, or technical project management experience in Healthcare IT or Pharmacy softwareHands-on experience with EHR, pharmacy management systems (e.g., QS1, PioneerRx, RxDispense), or clinical SaaS platformsProven track record managing enterprise clients through complex, multi-stakeholder software implementationsPMP certification or equivalent project management training / methodology (Agile, PRINCE2)Fully bilingual in English and Spanish written and spoken for client-facing work across US and Puerto Rico marketsExceptional ability to hold stakeholders accountable without damaging relationshipsStrong documentation instincts you write things down, build templates, and make the next person's job easierNice to Have:
Experience with NCPDP, Surescripts, HL7, and similar integrationsFamiliarity with SQL or data migration processesBackground in LTC or Specialty pharmacy operationsExperience at a high-growth SaaS startup where you wore multiple hatsCompensation & Benefits
Competitive base salary commensurate with experiencePerformance bonus tied to implementation quality, customer satisfaction, and milestone deliveryComprehensive health plan (medical, dental, vision)401(k) planRemote-flexible work environment with a high-trust, results-oriented cultureDirect exposure to leadership and real ownership of a function that shapes the company's reputation Read LessJob Title: TechnicalOnboardingSpecialist
Location: San Juan, Puerto Rico - On Site
About Us: At Medido Health, we're a fast-growing SaaS startup with a mission to provide cutting-edge healthcare solutions for our clients. Our team is dedicated to delivering innovative products and seamless integrations. Were looking for a dynamic, customer-focused individual to join us as a Technical Onboarding Specialist. This role is perfect for someone who thrives at the intersection of technical problem-solving and client interaction, ensuring that our clients have a smooth onboarding experience with our software solutions.
Job Overview: We are seeking a TechnicalOnboardingSpecialist who will be responsible for driving the successful integration of our SaaS platform with clients systems, providing seamless technical support, and managing the end-to-end onboarding process. You will collaborate closely with clients, developers, and internal teams to ensure timely, efficient, and high-quality project delivery.
This role requires a combination of technical expertise (in SQL, Scripting, APIs) and strong project management skills to facilitate smooth and efficient client onboarding. You will ensure that clients' systems integrate well with our platform, meet deadlines, and ultimately set clients up for success with our solutions.Experience in Healthcare & Pharmacy is preferred but not required.
Key Responsibilities:
Client Interaction & Onboarding:Serve as the primary point of contact for clients during the onboarding process, ensuring their needs and expectations are met.Facilitate client meetings to understand their requirements, timelines, and goals for successful integration.Provide ongoing client support during the onboarding process, troubleshooting issues and delivering solutions.Technical Systems Integration:Work with clients technical teams to gather integration requirements and map out integration workflows.Use SQL, scripting, and APIs to facilitate integration and system setup for clients.Troubleshoot technical issues related to data integration and collaborate with the development team to resolve problems.Maintain integration documentation and provide detailed reports on the progress of each onboarding project.Qualifications:
Technical Skills:Strong proficiency in SQL, scripting languages (Python, JavaScript, etc.), and APIs.Experience with data integration, troubleshooting, and problem-solving.Knowledge of web technologies, databases, and cloud-based platforms is a plus.Project Management:Proven experience in managing and delivering multiple client-facing projects on time.Experience with project management tools (e.g., Jira, Asana, Trello) to track milestones, tasks, and client progress.Strong organizational skills, with the ability to manage competing priorities and deadlines.Client-Facing Experience:Excellent communication and interpersonal skills to build relationships with clients and collaborate with internal teams.Previous experience in a client-facing role, ideally in a SaaS environment, is preferred.Education & Experience:Bachelors degree in Computer Science, Engineering, Information Systems, or a related field (or equivalent experience).3-5 years of experience in a technical project management role or client onboarding with a focus on systems integration.Why Join Us?:
Opportunity to be part of a growing, innovative SaaS startup with a dynamic team.Work on exciting, challenging projects and contribute to the success of our clients.Competitive salary, benefits, and a flexible working environment.We look forward to hearing from you!
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