Job Information
McKesson Corporation Director Technical Support Engineering in Columbus, Ohio
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
Position Summary
The Director Technical Support Engineeringleads
the
EnterpriseRX
level
3 technical support organization
.
This group handles the most complex technical issues across
EnterpriseRX
, integrated solutions, and customer environments, driving deep technical troubleshooting, systemic issue resolution, and advanced incident and problem management.
This leader sets the strategic and operational direction for
level
3 support, ensuring th
e
EnterpriseRX
customers
and our Account Exec teams
receive exceptional service and responsive support. The Director focuses on operational maturity, platform reliability, root-cause elimination, and optimization of cross-functional workflows with Product, Engineering, Infrastructure, Data, Security, and Commercial teams.
Key Responsibilities
Strategy
- Define and execute the Tier 3 support strategy forEnterpriseRX, ensuring alignment with business, product, and technical roadmaps
- Lead advanced support processes including complex case resolution, major incident management, and problem management
- Establish governance frameworks and standardized ITIL-aligned operational practices
- Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution
- Oversee resolution of the most complexEnterpriseRXplatform and application issues
- Own the escalation path into Engineering, Product, and Infrastructure teams
- Drive structured Root Cause Analysis (RCA) and long-term problem prevention
- Collaborate withEnterpriseRXProduct & Engineering on defect trends, systemic issues, and automation opportunities
- Serve as the primary operational liaison forEnterpriseRXacross Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders
- Lead major incident response, triage, and executive communication forEnterpriseRXimpactingevents
- Partner with commercial teams to resolve high-impact customer escalations and improve customer experience
Team Leadership & Development
- Leadand build a high performingteam of managers, SMEs, and Tier 3 analysts with deep knowledge ofEnterpriseRXsupported platforms
- Develop competency models, technical training pathways, and succession planning for critical roles
- Build a culture of excellence, accountability, innovation, and customer focus.
- Mentor and develop talent across thelevel 3 support organization
- Lead andmanage3rdpartyresources via SOW outcomes, metrics, and SLAs
Governance &
Own escalation protocols, documentation standards, and regulatory compliance forEnterpriseRXoperations
Manage the Tier 3 operations bud