Technical Supervisor – Product Support

About the role

The Technical Supervisor – Product Support will lead a Dubai‑based team that provides technical assistance for InterSystems healthcare applications, including TrakCare. The role combines people management with hands‑on technical guidance, ensuring high‑quality service delivery and acting as the escalation point for complex issues.

Key responsibilities

• Lead, coach and develop a team of Technical Specialists, fostering a proactive service culture.
• Set objectives, monitor performance, and manage workloads, backlogs, and service‑level commitments.
• Allocate work based on urgency, business impact and skill‑set, ensuring appropriate coverage for extended support.
• Handle customer and internal escalations calmly and proportionately.
• Provide technical guidance for customisations, interfaces, reports, data migrations and upgrades.
• Enforce change‑control, peer‑review, testing and release‑management standards.
• Coordinate resolution of technical issues before and after go‑live, supporting implementations and upgrades.
• Identify recurring problems, conduct root‑cause analysis and drive continuous improvement.

Required profile

• Significant experience in technical development, application support or healthcare systems.
• Previous experience leading or supervising technical staff.
• Deep knowledge of at least one InterSystems product, preferably TrakCare.
• Understanding of software development, testing and change‑control principles.
• Ability to prioritise competing demands and meet agreed timelines.

Required skills

• InterSystems TrakCare (or other InterSystems product)
• HTML
• JavaScript
• SQL and data analysis
• Database methodologies
• Software development fundamentals
• Testing and change‑control processes

What we offer

• Opportunity to lead a skilled technical team in a fast‑growing healthcare IT environment.
• Exposure to international projects and 24‑hour support operations.
• Professional development and career progression within InterSystems.