Technical Field Operations Manager

January 8

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SafelyYou

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SafelyYou is a company specializing in innovative AI-driven solutions for senior care, focused on reducing falls and fall-related emergency room visits in senior living communities. Their products, including SafelyYou Respond™, Guardian Pro™, Aware™, and Clarity™, offer advanced capabilities for monitoring and improving the safety and well-being of elderly residents without the need for wearables. SafelyYou partners with senior living communities to drive occupancy, elevate care standards, and improve clinical outcomes by providing tools for fall management, staffing efficiency, and care delivery insights. The company's technology platform has been proven to increase the length of stay, enhance operational efficiency, and support comprehensive care delivery across numerous residential facilities.

Artificial Intelligence • Alzheimer's Disease • Senior Living • Assisted Living • Memory Care

51 - 200 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Installation and service enablement: Own the installation and configuration of our on-premises equipment within our customer’s facilities and environments • Own the configuration and activation of our on-premises equipment • Own the configuration of our “out of band” access infrastructure • Help with the installation of our sensors • Guarantee that all installations are fully tested end-to-end and ready for production • Support: Manage our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable. • Manage and support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers. • Be an active owner in our team of customer issues responding, troubleshooting, and providing a resolution of on-premise equipment • Use our SLAs as guidelines to improve our support processes and response • Analyze our case volume and monitoring tools to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting • Give the customer the best experience throughout the process in both written and verbal communications • Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience.

🎯 Requirements

• Minimum 3+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment • Minimum 8+ years of related work experience with a focus on the customer experience and continuous improvement • Minimum 6+ years of related work experience as a Linux System Administrator • Minimum 3+ years of related work experience with managing a technical team supporting high reliability systems • Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience • Obsessed about service availability and service quality. Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business. • Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH • Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT • A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction • Strong customer communication and service skills with the ability to work in a fast-paced startup environment

🏖️ Benefits

• A mission-driven company culture • Fully remote • Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision, and Life Insurance • Company Equity: An opportunity to share in the company’s success through ownership, allowing you to directly benefit from the growth and impact you help create. • 401(k) Program • Company laptop • Monthly Education, Well-being & WFH stipends • Unlimited PTO • Growth potential • Company retreats • Medical & Family/Parental Leave • Bereavement Leave • Jury Duty Leave • Reproductive Loss Leave • Professional development opportunities