Software Technical Support Manager

📋 Description

• Lead and oversee daily software support operations (ticket intake, prioritization, assignment, escalation, resolution) across supported systems.
• Monitor support queues; ensure accurate ticket capture, documentation quality, and consistent triage standards.
• Balance hands-on support with managerial duties to ensure coverage, responsiveness, and quality outcomes.
• Serve as primary escalation point for complex or high-impact issues, coordinating resolution and follow-through.
• Partner with Software Development to coordinate issue resolution, bug intake, and release readiness.
• Collaborate with program teams and internal stakeholders to address operational issues and process changes tied to system functionality and data.

🎯 Requirements

• Bachelor’s degree in computer science, information systems, or related field, or equivalent professional experience.
• 7 years of relevant experience in software technical support or related roles.
• 3–5 years of people management or team lead experience in a technical environment.
• Experience managing support queues, escalations, and cross-functional dependencies; strong troubleshooting with complex software systems, integrations, and APIs.
• Working knowledge of Jira Software and other Atlassian products; familiarity with ITIL-aligned practices; excellent communication skills.
• Proven ability to lead, coach, and develop technical staff; strong organizational and prioritization skills in fast-paced settings.

🎁 Benefits

• Medical, dental, and vision insurance.
• Other pre-tax contribution plans.
• Employee Stock Ownership Plan (ESOP).
• Compensation commensurate with experience; pay band discussed above.
• Generous retirement package.
• Predominantly remote workforce with multiple office locations.