EviSmart

Head of Technical Support

"Most operations roles manage a ticket queue. This one commands the production environment at 2AM when 28 countries of dentists depend on the platform being up."

📍 BGC, Taguig City, Philippines • On-site • Full-time • Night Shift

 

WHAT EVISMART IS BUILDING

EviSmart is the leading dental Autopilot system operating across 28 countries in a $40B healthcare industry — and the Manila team builds and ships it. Not an MVP. Not a pilot. Live, in production, with thousands of dental labs and dentists depending on the platform every day to run their business.

We have multiple in-house AI teams building the next generation of dental design automation — and Manila is where it gets operationalized. We are one of the few genuinely AI-first companies in the Philippines. The models are being built here. The product is scaling here. The opportunity is here.

 

WHY THIS ROLE, WHY NOW

A live global platform operating across 28 countries doesn't sleep — and neither does the operational intelligence it needs. The person who joins now as Head, SaaS Operations builds the incident command model, the monitoring framework, and the engineering feedback loop from scratch. None of it is inherited. The monitoring visibility requirements, the post-mortem standards, the shift handoff structure — these get defined by the person in this seat.

Early joiners grow with the company. That is not a slogan — it is how every senior role here got built.

 

WHY EVISMART

• Leading dental Autopilot system in a $40B global healthcare industry — operating across 28 countries, live in production
• Multiple in-house AI teams building proprietary models — not just consuming APIs. Claude, Cursor, Luvable, and LLM-powered workflows are part of the daily stack
• Manila is not a back office. It is the delivery engine — operations, AI, product, and engineering all run from here. Your work ships globally
• We promote based on output, not tenure. The people who move fastest here are the ones who own their work completely
• 300+ people and growing — the career path is real because the company is growing into it

 

"This is an engineering operations role — not a customer service role. The person I need thinks like an engineer and operates like an incident commander. When the platform goes down at 2AM, I need someone who reads the monitoring dashboard, forms a hypothesis about what layer failed, and runs the incident to resolution — not someone who escalates up and waits. If you've spent time in support operations where the skill was managing communication rather than diagnosing failures, this role will be a significant adjustment."

— Des Peraren, CTO / GM, EviSmart Manila

 

WHAT YOU'LL OWN

• Platform Monitoring — Night Shift — own the monitoring layer during the night shift: dashboards, Hive alert emails, and the Jira board. You define the monitoring requirements; Jester (FPE — DevOps) builds them. Proactive detection, not reactive ticket management
• Incident Command — Application Layer — you are the Incident Commander for all application-layer P0/P1 incidents during the night shift: declare, open the Teams channel, assemble the response, and run it to resolution. Des is the last call on the night shift — not the first. Every escalation to Des arrives with: the issue, what was tried, and your recommendation. A P0/P1 without a completed post-mortem before shift end is an incomplete shift.
• Engineering Feedback Loop — translate recurring production incidents, repeated workarounds, and patterns into structured problem statements for the engineering pipeline. You are the primary source of live production intelligence for the engineering team
• Business Continuity — Data Annotation — own the manual fallback process when automation fails. 100% daily case clearance, every day. The fallback is always trained, documented, and ready to execute
• Team Management — directly manage Application Support Specialists and Data Annotation Team Leads: performance reviews, coaching, hiring recommendations
• Shift Handoff — every shift ends with a concise written handoff: open incidents, resolved incidents with post-mortem links, platform status, and anything the daytime team needs to action. No context lost between shifts
• Risk signal — you are the first to know when a platform anomaly is building, an incident is escalating beyond the application layer, or the data annotation fallback is at risk. You act before it reaches the CTO as a surprise.

WHAT YOU'LL GET

• A seat at the AI table — work directly alongside in-house AI model teams using Claude, Cursor, Luvable, and LLM-powered workflows. You'll work with these tools daily, not read about them in a newsletter
• Global reach, Manila-built — EviSmart operates across 28 countries. The production platform you command on the night shift keeps dental businesses running in North America, Europe, and beyond — from your desk in Manila
• Incident command ownership — your monitoring standards, your post-mortem methodology, your team's name on a platform that never went down on your watch
• A concrete career path — Head, SaaS Operations → Head, Engineering Operations → VP Operations. As the platform scales, the operational scope scales with it
• HMO coverage, 13th month pay, and all government-mandated benefits

 

HOW WE WORK

We share work before it's ready. We debate decisions loudly and execute them quietly. We default to fixing problems instead of escalating them. Manila is the delivery engine for a global platform — the standard is high and the pace is real.

A P0/P1 without a post-mortem before shift end is an incomplete shift. A data annotation team that doesn't clear 100% of daily cases is an open problem. We fix things before they escalate, and we expect everyone here to do the same.

If you've spent time waiting for the engineering team to tell you what layer failed — you'll notice the difference on your first week.

 

"Why EviSmart and not a bigger company? Because at a bigger company, your work goes into a queue. Your output is handled by a template. Here, what you build ships to 28 countries. That's the kind of ownership most roles never give you — and we think the best people want it."

— EviSmart Talent Team

 

 

WHAT SUCCESS LOOKS LIKE

30 Days	Monitoring layer owned, first shift handoffs running, P0/P1 protocol practiced
60 Days	Post-mortem completion rate at 100%, Data Annotation fallback documented and drilled
90 Days	Recurring incident rate trending down; engineering team receives structured problem statements, not raw complaints

A NOTE ON WHAT WE'RE NOT

This is not a customer service management role with a better title. Customer communication is handled by the CS team. Your job is the platform — monitoring it, commanding incidents on it, and feeding structured intelligence back into the engineering pipeline that improves it. If your background is primarily in managing customer-facing support teams where the core skill was communication rather than system diagnosis, this role will demand a different kind of thinking.

This is not a cost-center role and Manila is not a support function. Our Manila team leads engineering and operations — the product ships from here. If you've seen "Philippines office" mean something smaller at other companies, that is not what this is.

On AI: EviSmart's AI is not a marketing claim. We have in-house model research and development teams, and the tools we use daily — Claude, Cursor, Luvable, LLM-powered workflows — are part of the actual stack, not a slide in a deck. The next 12 months will see expanded AI pipeline infrastructure supporting dental design automation at scale — and the operational layer that keeps it running needs to be built now.

 

WHAT WE NEED

• 3–6 years in application support, SaaS platform operations, or technical operations where you personally owned incident triage and resolution — not supervised others doing it
• Demonstrable ability to read and interpret monitoring dashboards, application logs, and API error responses and form a view on where the failure is — without writing code
• A clear mental model of how a distributed web application is structured: frontend, backend, API, database, infrastructure. You know which layer a failure belongs to
• Experience as an incident commander or technical duty manager in a live, 24/7 or shift-based production environment — you were on the call, forming the hypothesis, and directing the technical response
• ITSM fundamentals: P0–P3 prioritization, SLA management, post-mortem methodology, root cause analysis; and direct people management experience — setting expectations, performance conversations, coaching under pressure
• Familiarity with Jira for incident tracking, monitoring tools (Datadog, PagerDuty, Azure Monitor, or equivalent), cross-timezone shift operations experience, and comfort using AI tools (Claude or equivalent) to structure incident documentation and pattern analysis is a strong advantage

 

Apply at https://job-boards.greenhouse.io/evismart

EviSmart • Philippines • evismart.com