{"id":920761,"url":"https://alion.io/job/intersystems-technical-supervisor-product-support","title":"Technical Supervisor- Product Support","company":{"id":3670,"name":"InterSystems","domain":"intersystems.com","url":"https://alion.io/company/intersystems","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":117,"ghost_share":0.068,"stale_share":0,"repost_share":0.009,"time_to_fill_p50_days":93,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"SQL","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-14T09:23:41Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-09-28T22:25:04Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":13},"description":"Role Overview: \nThe Technical Specialist Supervisor will lead a Dubai-based team responsible for technical support for InterSystems healthcare applications and related products.\nThe Supervisor will manage the team’s workload, performance and development, while providing technical guidance and ensuring work is delivered safely, efficiently and to the required quality standards.\nThe Supervisor will act as an escalation point for customers and internal teams and work closely with colleagues in Support and Services, as well as other departments. International travel and participation in the 24-hour extended support service may be required.\nKey Responsibilities\nManagement\nLead, coach and develop a team of Technical Specialists\nFoster a culture of proactive service, resolving underlying problems to prevent reoccurrence rather than simply fixing the issue at hand\nSet objectives and manage individual and team performance\nPrioritise and allocate work according to urgency, business impact and available skills\nMonitor workloads, backlogs, service levels and delivery commitments\nEnsure appropriate team coverage, including extended support arrangements\nSupport recruitment, onboarding and succession planning\nManage customer and internal escalations calmly and proportionately\nAdvise on technical requirements, risks and resource needs\nWork closely with regional and global Support, Implementation and Product teams\nOperational\nProvide technical guidance for complex issues\nEnsure customisations, interfaces, reports, extracts, migrations and upgrades are properly designed, tested, documented and deployed\nEnforce change control, peer review, testing and release-management standards\nCoordinate the resolution of technical and acceptance issues before and after go-live\nSupport technical implementations, upgrades and customer go-lives\nPromote effective troubleshooting, root cause analysis and knowledge sharing\nIdentify recurring problems and opportunities to improve quality and efficiency\nExperience/Qualifications Required\nEssential\nSignificant experience in a technical development, application support or healthcare systems role\nPrevious experience leading, supervising or mentoring technical staff\nDeep technical knowledge of at least one InterSystems product, preferably TrakCare\nKnowledge of web-oriented languages, including HTML and JavaScript\nExperience with SQL, data analysis and database methodologies\nUnderstanding of software development, testing and change-control principles\nProven ability to prioritise competing demands and deliver within agreed timeframes\nExperience managing customer expectations and escalations\nStrong communication, presentation and technical documentation skills\nAbility to coach others and develop technical capability\nAbility to work effectively in a multicultural and geographically distributed organisation\nWillingness to travel and work outside normal office hours when required\nDesirable\nExperience with InterSystems technologies or healthcare applications\nKnowledge of TrakCare, IntelliCare, and IRIS for Health\nExperience supporting healthcare installations, upgrades and go-lives\nUnderstanding of ITIL-aligned service-management practices\nExperience managing a technical support or custom development team\nAbout InterSystems\nInterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.\nAI Disclaimer\nInterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.\nCandidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.\nPlease note that the use of wearable technology, including any AI-related tools or other technology-connected devices (such as META or Google smart glasses and/or wearables, and/or any similar devices), is strictly prohibited during the interview and screening process with InterSystems. Any applicant who requires a wearable device or any type of technology support during the interview process as a reasonable accommodation under the ADA or applicable state or country laws and regulations must contact the InterSystems Human Resources Department prior to attending or participating in any interview or screening process.","description_format":"text","description_chars":5186,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Integration & ETL Tools","Databases & DBMS","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-09-15T00:32:45Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":13,"expected_fill_days":93,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/intersystems-technical-supervisor-product-support","json_url":"https://alion.io/job/intersystems-technical-supervisor-product-support.json","meta":{"generated_at":"2026-09-28T23:29:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1126,"day_limit":5000,"remaining_today":3874,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}