[Remote] Technical Operations Lead
Note: The job is a remote job and is open to candidates in USA. Basalt Health builds software that helps healthcare teams streamline patient care coordination and use AI to amplify human judgment. The Technical Operations Lead will own enterprise support, including ticketing, bug reproduction, escalations, incident communication, and facility onboarding, with the role expanding into internal IT, security tooling, SOC 2 compliance, and eventually team leadership.
Responsibilities
- Stand up our first real ticketing system and decide how intake, triage, and escalation should work
- Reproduce a customer bug, file it so an engineer respects it, and close the loop with the customer yourself
- Walk an admissions coordinator through a workflow at 7am, before her shift starts
- Bring Product a ranked list of the ten issues we should be fixing at the source
- Pull evidence for a SOC 2 control in Drata, then chase the three people who skipped their training
- Write the runbook that makes the next support hire useful in their first week
Skills
- Customer obsessed. We build what matters to real people doing real jobs with relentless focus
- Steady under escalation. You stay calm when a customer isn't, and you follow through after the call ends
- Technical enough. You can read a log, reproduce a bug, and hold your own in a conversation with engineers
- A clear writer. Much of this job is explaining a technical situation to a non-technical person, in writing, under time pressure
- Comfortable with ambiguity. We do not over-specify; you'll be expected to understand the problem before solving
- Motivated by impact. US healthcare is broken in specific, fixable ways. You want to fix some of them
Benefits
- Health insurance (medical, dental, vision, rx)
- Remote-first, async-friendly culture
- Small team, low bureaucracy, high ownership, and a direct line to the CTO
Company Overview