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Software Support Manager Jobs in Arizona (NOW HIRING)

AEG

Senior Manager, Customer Support

Mesa, AZ · On-site

Our industry-leading software supports everything from invitations and event execution to post ... The Role TicketManager is looking for a Senior Manager, Customer Support to own the day-to-day ...

Rincon Research Corp

Sr. Software Engineer

Tucson, AZ · On-site

$222K - $242K/yr

... support of national security. Rincon Research Corporation (RRC), an employee owned company, is ... Ability to serve as technical advisor to Program Managers regarding work estimation, staff ...

Axon

Technical Support Engineer II

Scottsdale, AZ

Manager, Technical Support * Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services * Provide front line support to Axon software customers while ...

Axon

Technical Support Engineer II

Scottsdale, AZ · On-site

Manager, Technical Support * Work closely with Law Enforcement customers to ensure a stellar experience with Axon products and services * Provide front line support to Axon software customers while ...

Illumia, LLC

Technical Support Engineer

Scottsdale, AZ · On-site

... software and hardware issues for customers in mission-critical environments across healthcare, ... You'll collaborate closely with your Support Manager and fellow Technical Support Engineers within ...

New

ConnectMed360

Patient Support Case Manager

Scottsdale, AZ · On-site +1

$60K/yr

... entry/software proficiency, interpersonal and relationship-building skills, self-discipline ... Patient Support Case Manager Required and Desired Skills: Education/Learning Experience * Required:

Nox Group

SOFTWARE MANAGER

Phoenix, AZ · On-site

Quality Assurance & Support * Serve as the final reviewer for software releases, ensuring ... Manage the support ticket pipeline, ensuring timely resolution and appropriate communication to ...

CubX Inc.

IT Support Engineer (Tier 2) - AZ

Phoenix, AZ · On-site

$55K - $75K/yr

Troubleshoot and support hardware and software issues for PCs, laptops, printers, and peripherals, including patch management and driver updates * Maintain tickets, documentation, and client ...

CubX Inc.

IT Support Engineer (Tier 2) - AZ

Phoenix, AZ · On-site

$55K - $75K/yr

Troubleshoot and support hardware and software issues for PCs, laptops, printers, and peripherals, including patch management and driver updates * Maintain tickets, documentation, and client ...

CubX Inc.

IT Support Engineer (Tier 2) - AZ

Phoenix, AZ · On-site

$55K - $75K/yr

Troubleshoot and support hardware and software issues for PCs, laptops, printers, and peripherals, including patch management and driver updates * Maintain tickets, documentation, and client ...

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Software Support Manager information

What does a software support manager do?

A Software Support Manager oversees the support team responsible for assisting clients and end-users with software-related issues. They manage daily operations, ensure timely resolution of technical problems, and work to improve customer satisfaction. The role often involves coordinating with development teams to address bugs, implementing support processes, and training staff. Software Support Managers also analyze support metrics to optimize performance and may assist in developing documentation or training materials.

How does a software support manager typically balance technical troubleshooting with team leadership responsibilities?

A Software Support Manager often divides their time between overseeing the support team’s daily operations and directly handling complex technical issues that require advanced expertise. While they may step in to resolve escalated customer problems, much of their role involves mentoring support staff, coordinating training sessions, monitoring performance metrics, and optimizing support processes. Effective managers also collaborate closely with development teams to communicate recurring software issues and recommend improvements, ensuring both customer satisfaction and continuous product enhancement.

What are the key skills and qualifications needed to thrive as a software support manager, and why are they important?

To thrive as a Software Support Manager, you need strong technical knowledge of software products, troubleshooting expertise, and experience in customer service or IT support, often backed by a relevant degree. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and ITIL or similar certifications is typically required. Exceptional leadership, communication, and problem-solving skills set outstanding managers apart by enabling them to guide teams and resolve client issues effectively. These competencies are crucial for ensuring timely customer support, maintaining high client satisfaction, and leading a productive support team.

What is the difference between Software Support Manager vs Software Support Specialist?

AspectSoftware Support ManagerSoftware Support Specialist
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesProvides technical support, troubleshoots issues, assists customers directly
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, product knowledge
CertificationsITIL, CompTIA, relevant technical certificationsCompTIA A+, Microsoft Certified, product-specific certifications
Work EnvironmentOffice-based, team management, coordination with other departmentsCustomer support centers, remote or on-site troubleshooting

The main difference between a Software Support Manager and a Software Support Specialist lies in their scope of responsibilities. Managers oversee support teams and strategic planning, while specialists focus on direct technical support. Both roles require technical knowledge and certifications, but managers emphasize leadership and coordination skills.

What cities in Arizona are hiring for Software Support Manager jobs?

Cities in Arizona with the most Software Support Manager job openings:

Senior Manager, Customer Support

Mesa, AZ • On-site

AEG
Recruiting and Staffing Services • 51 - 200 employees
Learn more about AEGexternal

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Key responsibilities

  • Own the day-to-day performance, development, and operational effectiveness of the Customer Support function.

  • Lead, coach, develop, and hold the Customer Support organization accountable, including performance management and workforce planning.

  • Manage support operations, monitor KPIs, and ensure delivery of support commitments to customers.

Job description

In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.
Live events are fun.
Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and family-and they drive real business impact.
Companies spend more than $600 billion each year on client entertainment. TicketManager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality-while maintaining compliance, control, and visibility across the organization.
Built at the intersection of live events, technology, and enterprise operations, TicketManager makes client entertainment easy and measurable. Our industry-leading software supports everything from invitations and event execution to post-event reporting, helping companies clearly prove ROI and strengthen relationships through unforgettable experiences.
TicketManager is trusted by thousands of global brands, including Anheuser-Busch, Verizon, American Express, Nike, and Visa, as well as Fortune 500 companies, professional sports leagues, and major organizations such as the NBA, NFL, NCAA, and NASCAR.
We're also proud to partner with some of the most iconic teams and venues in sports and entertainment, including the New York Jets, Philadelphia Eagles and Phillies, Capital One Arena, Texas Rangers, LAFC, and Seattle Seahawks, along with more than 50 professional and collegiate teams, franchises, universities, and technology providers.
Why Work at TicketManager
At TicketManager, you'll help build technology that brings people together through live experiences-while solving complex, real-world problems for the world's best companies. We're a fast-growing, profitable company that values ownership, collaboration, and excellence, and we're building a team that's passionate about making work impactful and fun.
If you're excited about live events, cutting-edge technology, and doing work that truly matters, you'll feel right at home here.
The Role
TicketManager is looking for a Senior Manager, Customer Support to own the day-to-day performance, development, and operational effectiveness of our Customer Support function across general, enhanced, and premium/dedicated support. This leader will oversee our full Support organization and serve as the primary connection between frontline Support and the broader Customer organization. You'll become a deep product and operational subject-matter expert-coaching the team, managing escalations, identifying systemic issues, and partnering cross-functionally to continuously improve how TicketManager supports its customers.
Responsibilities:
  • Team Leadership & Development
    • Lead, coach, develop, and hold the Customer Support organization accountable, establishing clear performance expectations by level.
    • Conduct regular 1:1s, coaching, performance reviews, and development conversations; build bench strength for progression into levels or other roles.
    • Partner with People Operations on hiring, onboarding, performance management, promotions, and workforce planning.
    • Foster a culture of accountability, urgency, continuous learning, and customer ownership.
  • Support Operations & Performance
    • Own day-to-day performance of the Support function across general, enhanced, and premium/dedicated support, including staffing, workload distribution, and escalation coverage.
    • Own and monitor Support KPIs-SLA attainment, CSAT, response/resolution time, backlog, ticket volume, quality, productivity, and escalation trends.
    • Ensure the right work reaches the right level of Support and that escalation paths operate effectively.
    • Ensure enhanced and premium support commitments are consistently delivered in accordance with customer expectations and contracts.
  • Product & Technical Leadership
    • Become a subject-matter expert across TicketManager's ticketing and guest management products, including the workflows performed at each Support level.
    • Partner with product experts to stay current on releases, enhancements, and known issues; translate product changes into team training and documentation.
    • Identify recurring technical issues and partner directly with Product and Technology on resolution, including opening and managing tickets when needed.
  • Customer Service & Escalation Management
    • Serve as the management escalation point for complex, sensitive, or high-impact customer issues, stepping into customer conversations when needed.
    • Maintain visibility into the health and support experience of enhanced and premium customers; partner with employees on premium/dedicated trends and assurance reviews.
    • Identify patterns in customer feedback, complaints, and product friction, and turn insights into actionable improvements.
    • Partner with other customer-facing teams when issues extend beyond traditional Support.
  • Quality, Training, & Knowledge Management
    • Establish and maintain Support quality standards across all levels; own the overall training strategy in partnership all subject-matter experts.
    • Ensure new hires receive effective onboarding and reach expected proficiency within established timelines.
    • Keep Customer Playbooks, internal documentation, Knowledge Base content, and escalation procedures accurate and useful.
    • Use QA reviews, customer feedback, ticket trends, and performance data to identify coaching and training needs.
  • Process Improvement & Scalability
    • Continuously evaluate Support workflows for opportunities to improve speed, quality, consistency, and scalability.
    • Identify repetitive or low-value work that can be automated, moved to self-service, or appropriately shifted other levels.
    • Partner with AI, Product, Engineering, and Operations to introduce tools and workflows that improve efficiency and customer experience.
    • Lead Support-related operational projects from identification through implementation.
  • Cross-Functional Partnership & Reporting
    • Serve as the primary operational leader for Customer Support across the broader Customer organization, partnering with Customer Solutions, Implementation, Sales, Product, Engineering, AI, and People Operations.
    • Surface recurring customer and product issues to the appropriate internal stakeholders.
    • Provide regular reporting to the General Manager on Support performance, trends, risks, staffing, and improvement initiatives.
    • Support the GM in workforce planning, organizational design, budgeting, and future Support strategy.
Desired Skills and Experience:
  • Bachelor's degree required.
  • 7-10+ years of overall customer support/service experience, including 4+ years directly leading and developing a team.
  • Experience leading a tiered, escalation-based support organization strongly preferred.
  • Proven track record improving SLA attainment, CSAT, and response/resolution-time KPIs in a fast-paced environment.
  • Strong coaching, performance management, and talent-development skills.
  • Comfortable serving as an escalation point for complex or high-impact customer issues, including direct customer conversations.
  • Experience partnering cross-functionally with Product and Engineering to resolve systemic issues and translate customer feedback into improvements.
  • Experience with Jira and Confluence for managing cross-functional projects, and maintaining process/knowledge documentation.
  • Familiarity with support/ticketing platforms, QA/CSAT tools, and knowledge-base systems, with a data-driven approach to identifying trends.
  • SaaS software industry experience strongly preferred.
  • Experience identifying automation or self-service opportunities that help a support organization scale without proportional headcount growth is a plus.
TicketManager Highlights:
  • Location: Mesa, AZ
  • Compensation: $100,000-$135,000 Base Salary + Variable Compensation
  • Reports to: General Manager, Account Services
  • Work Expectations: In-office, Monday-Friday
  • Retirement: 401(k) & Company Match
  • Health Benefits: Medical, Dental, Vision & Chiropractic
  • Time Off: Unlimited PTO
  • Interview Process: Multistage interview process with senior leaders across TicketManager to ensure strong alignment on role scope and expectations.
  • Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
  • Perks: Fun, collaborative, in-office culture with catered lunches and big company perks with the autonomy of a high-growth startup
  • Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
  • 4.5 out of 5 Glassdoor rating
  • Used by over 4,000 globally known companies including ~15% of the Fortune 500
AEG logo

About AEG

Sourced by ZipRecruiter

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

Saint Louis, MO, US

Year founded

1992

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