Software Support Manager

Software Support ManagerThe Software Support Manager plays a critical role in ensuring the stability, efficiency, and operational effectiveness of customer-facing support services and software support operations. This position is responsible for overseeing day-to-day support activities, managing technical issue resolution workflows, guiding the support team, and ensuring operational processes and documentation enable timely and high-quality support delivery.This role is fully focused on operational support management, technical troubleshooting coordination, escalation handling, and continuous improvement of support processes. The Software Support Manager serves as a key escalation point for complex technical issues and collaborates closely with internal departments including Engineering, Product, Implementation, and Operations to identify root causes, resolve operational challenges, and improve overall system and support performance.The ideal candidate is highly organized, operationally driven, technically capable, and comfortable operating in fast-paced, high-accountability environments that require urgency, professionalism, strong communication, and consistent follow-through.Support Operations ManagementLead and manage a team of 4–6 Level 1 Support Engineers, providing daily operational guidance, coaching, accountability, and performance feedback.Monitor ticket queues, support metrics, escalation activity, and response timelines to ensure service expectations are consistently met.Implement and maintain structured workflows for ticket prioritization, escalation management, issue tracking, and resolution processes.Identify operational bottlenecks and opportunities to improve support efficiency, ticket resolution times, and overall service quality.Ensure support of operations to remain organized, responsive, and aligned with internal service standards and operational expectations.Technical Issue Resolution & EscalationServe as the primary Level 2 escalation point for complex, high-priority, or unresolved technical issues.Investigate incidents by reviewing system logs, analyzing platform behavior, validating data, and executing SQL queries when necessary.Coordinate closely with Engineering teams (Level 3 support) when issues require advanced troubleshooting, system modifications, or product fixes.Ensure technical issues are properly documented, categorized, prioritized, and tracked through final resolution.Maintain visibility into operational risks, recurring incidents, and unresolved technical concerns.Root Cause Analysis & Continuous ImprovementPerform root cause analysis for recurring incidents and implement corrective actions aimed at preventing repeat issues.Analyze support trends, recurring ticket categories, and operational pain points to identify improvement opportunities.Collaborate with internal teams to translate operational challenges into actionable processes, workflow, or product improvements.Assist in developing scalable operational procedures and support standards that improve long-term service delivery.Customer Support & CommunicationMaintain professional, responsive, and solution-oriented communication with pharmacy clients and customer stakeholders.Ensure customer concerns, escalations, and operational issues are handled with urgency, professionalism, and accountability.Communicate technical issues and resolution updates clearly to both technical and non-technical audiences.Support proactive communication efforts when operational risks or potential service-impacting issues are identified.Knowledge Management & DocumentationOwn and maintain internal and external support documentation, troubleshooting resources, operational procedures, and knowledge base materials.Ensure frequently reported issues and resolution steps are documented accurately and consistently.Develop operational guides, workflows, and documentation standards that support team efficiency and consistency.Team DevelopmentCoach and mentor support engineers to strengthen technical troubleshooting, operational discipline, communication, and customer support skills.Provide ongoing performance feedback, development support, and accountability management.Ensure individual performance metrics and Key Performance Indicators (KPIs) are consistently achieved in accordance with operational expectations.Foster a culture of ownership, accountability, collaboration, urgency, and continuous improvement.What You BringRequired Qualifications:5–8 years of experience in software support operations, technical support leadership, SaaS operations, engineering coordination, or related technical leadership roles.Strong working knowledge of SaaS platforms, web-based applications, and operational support environments.Experience working with SQL and relational databases for troubleshooting, validation, or operational analysis.Experience using ticketing and support management platforms such as Zendesk, Jira, Freshdesk, or similar systems.Strong analytical and troubleshooting skills with the ability to identify operational and technical issues effectively.Excellent verbal and written English communication skills required.Fluency in English required; Spanish strongly preferred.Experience supporting healthcare technology, pharmacy systems, or regulated operational environments strongly preferred.