Development Support Lead

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Location: Bengaluru, India (Onsite)
Experience: 8+ years of relevant technical experience
Employment Type: Full-time, Work from Office (5 days/week)
Shift Timings: 16×5 environment; shift flexibility and critical incident support may be required

About Availity

Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.

About the Role

We are looking for a Development Support Lead to provide advanced technical leadership for Availity Extend Developer Support, combined with focused people-management responsibilities.

This is primarily a technical support leadership role within a customer-facing support engineering function.

The Development Support Lead will serve as the senior technical authority within Developer Support and lead complex investigations involving:

The ideal candidate must be able to read, review, and debug code for investigative purposes, understand application architecture and execution paths, challenge technical assumptions, and guide root cause isolation.

While Product Engineering remains responsible for architecture, production code changes, defect remediation, feature development, and roadmap execution, the Development Support Lead owns:

• Technical investigation and defect isolation
• Customer guidance and escalation management
• Support readiness
• Technical capability development of the support team

This role is expected to be approximately:

• 70% Technical Leadership & Complex Investigation
• 30% People and Operational Leadership

Key Responsibilities

Senior Technical Authority

• Act as the senior technical escalation point for complex developer support, integration, and production issues.
• Lead deep technical investigations across frontend, backend, API, database, messaging, cloud, and distributed-service layers.
• Read, review, and debug application code for investigative purposes to trace execution paths, identify failure modes, validate findings, and guide root cause analysis.
• Provide technical interpretation and supportability guidance on service interactions, authentication flows, integration patterns, resiliency, performance, and observability.
• Determine whether issues originate from customer code, configuration, data, documentation, environment, integration design, or Availity products.
• Review and approve engineering-ready defect reports for reproducibility, evidence quality, business impact, technical clarity, and severity classification.
• Lead technical discussions with customer developers, architects, Product Management, Engineering, QA, NOC, Customer Success, and other stakeholders.
• Establish investigation standards, diagnostic methodologies, escalation criteria, and troubleshooting quality expectations.
• Identify recurring technical patterns and partner with Product Engineering on long-term corrective actions and supportability improvements.
• Provide technical leadership during critical incidents, release validation, post-deployment verification, and root cause analysis activities.
• Mentor SE1 and SE2 Development Support Engineers to improve code comprehension, debugging expertise, architecture understanding, and investigative skills.

Customer and Cross-Functional Leadership

• Engage directly with customer engineering teams during complex or high-impact escalations.
• Translate complex technical findings into clear, actionable guidance for customer developers and business stakeholders.
• Ensure escalations to Product Engineering contain complete diagnostic evidence and clearly defined technical problem statements.
• Partner with Product and Engineering leaders to prioritize critical defects, address supportability gaps, and improve release readiness.
• Represent Developer Support in technical reviews, operational readiness discussions, and post-incident improvement initiatives.

People and Operational Leadership

• Provide day-to-day team leadership, including work allocation, queue oversight, prioritization, and escalation coordination.
• Coach team members through one-on-one meetings, technical reviews, feedback discussions, development planning, and career growth conversations.
• Support performance management by setting expectations, recognizing strengths, addressing development areas, and documenting improvement plans.
• Plan shift coverage, leave management, onboarding activities, cross-training initiatives, and readiness for critical support periods.
• Monitor service quality, case ownership, customer communication effectiveness, investigation depth, and adherence to support processes.

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• 8+ years of relevant experience in software engineering, developer support, production engineering, or technical support engineering.
• Advanced expertise in understanding, analyzing, and troubleshooting complex software systems.
• Proven ability to lead code-level, integration-level, and architecture-level investigations.
• Demonstrated experience leading complex technical investigations and coaching engineers.
• Ability to independently read, review, and debug code for investigative purposes.
• Strong customer-facing communication skills with the ability to influence both technical and non-technical stakeholders.
• Experience providing day-to-day team leadership, work prioritization, feedback, and career development support.

Preferred Qualifications

• Experience leading developer-facing support, technical support engineering, production engineering, SRE, platform support, or customer engineering teams.
• Experience supporting external developers, API products, SaaS platforms, SDKs, or high-volume distributed systems.
• Experience establishing support engineering standards, escalation frameworks, and operational readiness programs.
• Experience working with U.S. or global customers and cross-functional engineering organizations.
• Experience in healthcare technology, healthcare data, or customer integration platforms.

Success Measures

Success in this role will be measured by:

• Quality and completeness of complex technical investigations.
• Reduction in avoidable or incomplete escalations to Product Engineering.
• Customer and stakeholder confidence during complex technical engagements.
• Improved time-to-isolate root causes and determine resolution paths.
• Technical growth and readiness of SE1 and SE2 Development Support Engineers.
• Effective queue oversight, coverage planning, communication, and incident leadership.
• Contribution to recurring issue reduction and product supportability improvements through strong partnership with Product Engineering.

Equal Opportunity Statement

Availity is committed to building an inclusive workplace where all associates feel valued, respected, and empowered to do their best work. We welcome candidates from diverse backgrounds and encourage individuals of all experiences, perspectives, and identities to apply. We are proud to be an equal opportunity employer and are committed to fostering a workplace where everyone can thrive.

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.