IN THIS POSITION YOU WILL:

• Lead a team of technical specialists responsible for triaging and investigating the most complex escalations across Cedar’s product and integration surfaces.
• Partner cross-functionally to evolve and operate a best-in-class incident management process, with a focus on cross-functional communication and commercial team engagement.
• Cultivate a culture of root cause analysis and investigative ownership, equipping the team to serve as the front line of escalation for high-priority client issues.
• Collaborate with Product, Engineering, Client Management and Support to surface patterns in escalations and identify opportunities for long-term improvements.
• Use data to prioritize chronic issues, track performance, and guide decision-making on how and where we direct investment.
• Support Cedar’s shift toward more standardized, scalable integration practices, while maintaining strong support for existing complex configurations.

ABOUT US

Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. “Over the past several years, we’ve raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).
As of November 2024, Cedar is engaging with 26 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence

Cedar is seeking a Manager of Integration Support Engineering to lead the transformation of our Integration Support Engineering team into a high-impact, cross-stack Escalations group. This role is ideal for a technically adept, operationally strong leader who thrives at the intersection of client support, engineering, and incident response.
This is a strategic leadership position focused on broadening the team’s scope beyond integrations, evolving Cedar’s incident management processes, and partnering closely with internal stakeholders to improve how we identify, communicate, and resolve complex issues impacting our clients.