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The Opportunity

The Software Support Managerplays 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.

What You'll Do

Support Operations Management

• Lead and manage a team of 46 Level 1 Support Engineers,providingdaily 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 andmaintainstructured workflows for ticket prioritization, escalation management, issue tracking, and resolution processes.

• Identifyoperational bottlenecks and opportunities to improve support efficiency, ticket resolution times, and overall service quality.

• Ensuresupport ofoperationsto remainorganized, responsive, and aligned with internal service standards and operational expectations.

Technical Issue Resolution & Escalation

• Serve as the primary Level 2 escalation point for complex, high-priority, or unresolved technical issues.

• Investigate incidents by reviewing system logs, analyzing platform behavior,validatingdata, 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 Improvement

• Perform 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 toidentifyimprovement opportunities.

• Collaborate with internal teams to translate operational challenges into actionableprocesses,workflow, or product improvements.

• Assistin developing scalable operational procedures and support standards that improve long-term service delivery.

Customer Support & Communication

• Maintain 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 areidentified.

Knowledge Management & Documentation

• Own andmaintaininternal and external support documentation, troubleshooting resources, operational procedures, and knowledge base materials.

• Ensurefrequentlyreported issues and resolution steps are documented accurately and consistently.

• Develop operational guides, workflows, and documentation standards that support team efficiency and consistency.

Team Development

• Coach 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 achievedin accordance withoperational expectations.

• Foster a culture of ownership, accountability, collaboration, urgency, and continuous improvement.

What You Bring

Required Qualifications:

• 58 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 toidentifyoperational and technical issues effectively.

• Excellent verbal and written English communication skillsrequired.

• Fluency in Englishrequired; Spanish strongly preferred.

• Experience supporting healthcare technology, pharmacy systems, or regulated operational environments strongly preferred.