Senior Technical Support Architect

Woking, England, United Kingdom

8/5/2025

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Our 1,450+ expert professionals, headquartered in Woking, UK and Tucson, Arizona, have a shared mission to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Role Description

• Act as the highest level of technical escalation, resolving complex issues and guiding internal and external stakeholders through critical incidents.
• Serve as a strategic technical leader, influencing product direction, support practices, and customer success through cross-functional collaboration.
• Drive root cause analysis and preventative strategies, working closely with Major Incident and Problem Management to reduce recurring issues.
• Build and maintain strategic customer relationships, aligning Clinisys solutions with clients’ long-term goals and operational needs.
• Lead the development and mentoring of Support Engineers, fostering a high-performance culture and enhancing technical capabilities across the team.
• Ensure support readiness and operational excellence, contributing to product launch planning, on-call strategy, and continuous improvement initiatives.
  
  

Responsibilities

• Act as the final escalation point for complex technical issues, ensuring timely, high-quality resolution and maintaining full ownership through to closure.
• Collaborate with cross-functional teams including Product, Development to identify trends, influence product improvements, and enhance overall service delivery.
• Build and maintain strong relationships with key stakeholders and customers, providing strategic guidance and aligning support efforts with business objectives.
• Lead the mentoring, coaching, and development of Support Engineers, fostering a culture of continuous learning, technical excellence, and high performance.
• Drive incident, problem, and change management processes, contributing to root cause analysis, preventative action planning, and operational resilience.
• Work autonomously and proactively to detect early signs of issues through incident management systems or remote site access, escalating and reporting findings as needed to ensure maximum system uptime and service continuity.
• Represent the Support function in strategic planning and governance forums, contributing to the evolution of support models, tooling, and customer experience initiatives.
  
  

Knowledge, Skills & Abilities

Skills needed to be successful

• Strong motivational skills – can deliver the tasks in difficult circumstances.
• Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
• High levels of commitment and ability to take action when necessary.
• Ability and willingness to work independently.
• High level of customer service skills.
• Excellent decision making / problem solving skills.
• Strong planning and organisational skills.
• Adaptability / flexible to changing demands.
• Ability to implement and manage change.
  
  

Required Experience & Education

• Understanding process lifecycle including version control, version history, peer circulation and touch point agreements).
• An understanding of project management principles specifically application of project management control principles including risk/issue management, planning, configuration management, etc.
• Ability to create and deliver executive-level summary reports and presentations.
• Laboratory experience in the UK Health Sector or experience within an IT of software provider organisation.