Director, Software Reliability and Support Engineering
$167,800–$279,600 year
On-site · Irving, Texas, United States
Job Summary
Director of Software Support & Technical Operations responsible for the strategy, execution, and continuous improvement of Level 2 and Level 3 support for McKesson’s healthcare software products. Leads highly skilled technical teams, bridges product engineering and customer-facing support, and drives operational excellence, scalability, and customer satisfaction. Oversees complex defect analysis, incident response, post-incident reviews, and collaboration with Engineering to improve software quality, observability, and supportability. Defines escalation criteria, handoff processes, and documentation standards; focuses on KPIs such as SLA adherence and MTTR, implements scalable tooling and automation, ensures healthcare compliance (HIPAA, data privacy, security), and champions a customer-focused, data-driven approach with strong executive communication and leadership capabilities.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience)
- 10+ years of experience in software support, engineering, or technical operations, with at least 5 years in a leadership role
- Proven experience leading Level 2 and Level 3 support teams for complex software products
- Strong understanding of modern software systems, including cloud-based architectures, APIs, databases, and production operations
- Experience supporting software in regulated environments, preferably healthcare or similarly complex industries
- Demonstrated ability to manage escalations, lead incident response, and drive long-term quality improvements
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