Software Support Manager – Remote USA

Software Support Manager – Remote USA


The Software Support Manager Leads a team of engineers to manage incoming support requests, build tooling to improve the support process, and address customer issues. This position proactively identifies production issues and resolves them quickly while communicating with relevant stakeholders in Customer Success, Engineering, Quality Assurance, and Leadership on the status of issues, initiatives, and direction.

Responsibilities
People Management: Contributes to building a strong sustainable organization with high levels of employee engagement by selecting and developing talent and rewarding superior performance

  • Provides employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance
  • Rewards performance in ways that enhance employee engagement, commitment, and satisfaction
  • Demonstrates the assessment capability to identify top talent for recruitment
  • Manages operations staffing, including recruitment, supervision, scheduling, performance management and development
  • Conducts effective performance evaluations
  • Identifies and resolves interpersonal conflicts and resource issues

Understands & Fulfills Customer Needs & Requirements: Provides management oversight regarding the implementation and fulfillment of customer needs and requirements

  • Provides leadership for the team to fully understand and resolve issues, concerns, and problems that result in the fast resolution of customer issues
  • Identifies and clearly articulates customer needs and requirements and ensures that the product meets those needs and also serves the larger business needs of the company

Application Component Design Management: Manages the design of innovative components of back-end systems applications or solutions to meet internal customer needs and requirements

  • Oversees ways to streamline our processes to keep our support structure fast and adaptable
  • Ensures that design components to difficult issues are able to solve customer problems that may come from multiple sources Stakeholder Relationship Management: Manages relationships across multiple teams to ensure that best practice standards are being utilized in their respective areas
  • Serves as subject matter expert in relation to various areas of software development and service support
  • Coordinates work across teams to ensure that best practice software development and quality testing standards are being incorporated
  • Collaborates across teams including Customer Success, Engineering, Quality Assurance, and Leadership to ensure that customer requirements are fully met

What You’ll Need
Education

  • Undergraduate Degree or equivalent combination of education and experience in a related field.

Skills

  • Excellent problem-solving skills
  • Strong ability to influence and inspire your team
  • Ability to translate and communicate with technical and non-technical individuals
  • Demonstrated proficiency in programming to include a solid foundation in computer science, with competencies in data structures, algorithms, and object-oriented software design

Experience

  • 3+ years experience in computer/engineering related role, preferred
  • Experience working with a geographically distributed team
  • Experience in providing software support to non-technical users

Travel Requirement

  • 15% travel required

Working Conditions & Physical Requirements

  • Reliable internet access for any period of time working remotely, not in a Workiva office.

Read more here.

Skills

Posted on

July 19, 2022