Sensi AI

Customer (Technical) Support Manager

Senior QA Engineer

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Sensi.AI is a hyper-growth startup transforming home care with agentic AI, offering team members the opportunity to make a real impact in a global, collaborative, hybrid environment. We are seeking a Customer (Technical) Support Manager to lead and evolve our customer support, overseeing daily operations and ensuring seamless hardware, software, and data support for healthcare agency partners. This role involves managing Tier 1 and Tier 2 teams, optimizing workflows, and serving as a key escalation point for complex technical issues related to Sensi’s in-home IoT devices and cloud-based systems.

Group Manager

<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">About The Position</h4>Why Join Sensi.AISensi.AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.About The RoleWe are looking for a Customer (Technical) Support Manager to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you’ll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.You’ll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi’s in-home IoT devices and cloud-based systems.Key Responsibilities<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.</li><li class="leading-relaxed">Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.</li><li class="leading-relaxed">Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.</li><li class="leading-relaxed">Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.</li><li class="leading-relaxed">Manage escalations and coordinate with R&D teams to resolve complex technical incidents.</li><li class="leading-relaxed">Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.</li><li class="leading-relaxed">Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.</li><li class="leading-relaxed">Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Requirements</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.</li><li class="leading-relaxed">Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.</li><li class="leading-relaxed">Proven experience managing cross-functional support teams and multi-tiered escalation processes.</li><li class="leading-relaxed">Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.</li><li class="leading-relaxed">Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.</li><li class="leading-relaxed">Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.</li><li class="leading-relaxed">Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.</li></ul>

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">💡 Mission</h2>The US healthcare system is complex, error-prone, and financially draining. Medical bills and insurance coverage shouldn’t be this hard to navigate. At Granted, we’re building the one solution every American can turn to for help.Thanks to AI and new regulations, Granted can fight claim denials, correct billing errors, negotiate bills, and make coverage easier to understand—saving people time, money, and stress. Our goal is simple: to be the #1 platform that empowers all Americans to take charge of their healthcare.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">🩺 About Us</h2>Founded by a former Oscar Health leader, we’re a seed-stage company with $17M in funding. We’re lucky to be backed by the founders and investors at Hugging Face, Rocket Money, Oscar Health, CaseText, Forerunner Ventures, RRE Ventures, and more. We are well-funded for the next few years.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">🔎 About the Role</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">AI Integration: Accelerate developers and internal operations by exposing or configuring API and MCP access to our infrastructure, while keeping costs and security under control.</li><li class="leading-relaxed">Developer Experience: Enhance our TypeScript monorepo performance, optimize Nx build system, migrate from CommonJS to ESM, and improve our Docker-based DevContainers</li><li class="leading-relaxed">CI/CD Operations: Improve GitHub Actions workflows, implement faster CI runners, enhance caching strategies, and manage multi-environment deployments (dev/prod) using Pulumi</li><li class="leading-relaxed">Infrastructure Management: Maintain AWS infrastructure including ECS, Aurora RDS (Gel), VPC networking, and monitoring stack (OpenTelemetry, Honeycomb, Sentry → but soon datadog), and AWS access provisioning</li><li class="leading-relaxed">MDM & Security & Compliance: Support HIPAA compliance initiatives including RBAC implementation, encryption standards, and security monitoring with GuardDuty/CloudTrail. 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