About blueBriX
blueBriX is a digital health innovator on a mission to revolutionize healthcare access — empowering the creators of digital health solutions with a platform that inspires, educates, and equips. We specialize in Electronic Health Record (EHR) solutions built around four core pillars: Care Coordination, Patient Engagement, Revenue Cycle Management, and Reporting & Analytics. Together, these help healthcare organizations deliver better outcomes through smarter, more connected technology. Headquartered in Maryland, USA, with an Offshore Delivery Center in Kochi, Kerala, our 200+ robust global team serves clients in over 100 countries across four continents.

The Role
As Technical Support Lead, you will own the day-to-day operational backbone of our L1 Customer Support function — ensuring that every ticket is handled with precision, every SLA is met, and every team member is equipped to perform at their best. This is not a passive supervisory role. You will be directly accountable for workforce allocation, queue health, shift continuity,



and the quality of support delivered to healthcare organizations who depend on blueBriX to run critical clinical workflows. You will be the first line of escalation leadership — the person who bridges the gap between frontline agents and the L2/L3 teams resolving complex technical issues.
Beyond daily operations, you will shape how the support team grows. You will coach agents, run performance reviews, audit ticket quality, and design the SOPs and workflows that raise the floor across the board. You will also serve as the voice of the customer inside the organization — surfacing trends, flagging risks, and driving process improvements that reduce friction and improve satisfaction over time.

Your leadership will directly determine the quality of experience that healthcare providers, administrators, and clinical teams have with the blueBriX platform — and by extension, the outcomes their patients receive.

What You'll Do
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📌 Customer Support Lead (Kochi)
🏢 blueBriX
📍 Kochi