Director Technical Support Engineering
MCKESSON, Irving, TX, United States
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. 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.
The Director Technical Support Engineering leads
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.
Define and execute the Tier 3 support strategy for
EnterpriseRX
, ensuring alignment with business, product, and technical roadmaps Lead advanced support processes including complex case resolution, major incident management, and problem management Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution Oversee resolution of the most complex
EnterpriseRX
platform 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 with
EnterpriseRX
Product & Engineering on defect trends, systemic issues, and automation opportunities Serve as the primary operational liaison for
EnterpriseRX
across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders Partner with commercial teams to resolve high-impact customer escalations and improve customer experience
Lead
and build a high performing
team of managers, SMEs, and Tier 3 analysts with deep knowledge of
EnterpriseRX
supported 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 the
level 3 support organization Lead and
manage
3 rd
party
resources via SOW outcomes, metrics, and SLAs
Own escalation protocols, documentation standards, and regulatory compliance for
EnterpriseRX
operations Manage the Tier 3 operations budget, vendor strategies, and tooling investments Performance Management and Metrics Develop dashboards and analytics that
articulate
platform
and support trends Oversee advanced capacity planning and forecasting for high-skill technical teams
Typically requires 12+ years of professional experience and 4+ years of management experience.
Bachelor’s degree in Computer Science
, Information Systems, or related field preferred
.
12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms. ~4+ years of management experience leading managers, technical teams, or senior-level support specialists. ~ Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives. ~ Expertise in Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals. ~ ITIL-aligned service management knowledge across
incident
,
problem
,
change
, and knowledge management. ~ Ability to interpret logs, API behaviors, integrations, and platform telemetry. ~ SQL
proficiency
or familiarity, with the ability to guide and
validate
technical investigations. ~ Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
Strong process optimization and continuous improvement mindset. Business/Financial Acumen Analysis/Problem Solving /Negotiation Self-motivated and
demonstrates
personal commitment and drive to meet or exceed
objectives
. Consultative selling
egotiation skills with the proven ability to build lasting customer relationships with a focus on
facilitating
trust and open communication. Must
be able to
identify
individual customers’ needs and provide solutions based on those needs. Office Hybrid Candidates based in the Dallas–Fort Worth (DFW) area
will be hired in a
hybrid capacity
and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‑office days may be designated based on team needs and business priorities.
This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.
In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site:
careers.mckesson.com
.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our
Equal Employment Opportunity
page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States)
Disability_Accommodation@McKesson.com
or (Canada)
Accessibility@mckesson.Join us at McKesson!
What you do at McKesson matters. 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.
The Director Technical Support Engineering leads
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.
Define and execute the Tier 3 support strategy for
EnterpriseRX
, ensuring alignment with business, product, and technical roadmaps Lead advanced support processes including complex case resolution, major incident management, and problem management Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution Oversee resolution of the most complex
EnterpriseRX
platform 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 with
EnterpriseRX
Product & Engineering on defect trends, systemic issues, and automation opportunities Serve as the primary operational liaison for
EnterpriseRX
across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders Partner with commercial teams to resolve high-impact customer escalations and improve customer experience
Lead
and build a high performing
team of managers, SMEs, and Tier 3 analysts with deep knowledge of
EnterpriseRX
supported 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 the
level 3 support organization Lead and
manage
3 rd
party
resources via SOW outcomes, metrics, and SLAs
Own escalation protocols, documentation standards, and regulatory compliance for
EnterpriseRX
operations Manage the Tier 3 operations budget, vendor strategies, and tooling investments Performance Management and Metrics Develop dashboards and analytics that
articulate
platform
and support trends Oversee advanced capacity planning and forecasting for high-skill technical teams
Typically requires 12+ years of professional experience and 4+ years of management experience.
Bachelor’s degree in Computer Science
, Information Systems, or related field preferred
.
12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms. ~4+ years of management experience leading managers, technical teams, or senior-level support specialists. ~ Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives. ~ Expertise in Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals. ~ ITIL-aligned service management knowledge across
incident
,
problem
,
change
, and knowledge management. ~ Ability to interpret logs, API behaviors, integrations, and platform telemetry. ~ SQL
proficiency
or familiarity, with the ability to guide and
validate
technical investigations. ~ Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
Strong process optimization and continuous improvement mindset. Business/Financial Acumen Analysis/Problem Solving /Negotiation Self-motivated and
demonstrates
personal commitment and drive to meet or exceed
objectives
. Consultative selling
egotiation skills with the proven ability to build lasting customer relationships with a focus on
facilitating
trust and open communication. Must
be able to
identify
individual customers’ needs and provide solutions based on those needs. Office Hybrid Candidates based in the Dallas–Fort Worth (DFW) area
will be hired in a
hybrid capacity
and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‑office days may be designated based on team needs and business priorities.
This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.
In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site:
careers.mckesson.com
.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our
Equal Employment Opportunity
page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States)
Disability_Accommodation@McKesson.com
or (Canada)
Accessibility@mckesson.Join us at McKesson!