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Software Support Manager Jobs in Massachusetts (NOW HIRING)

ClifyX

Sterling OMS Support Consultant

Boston, MA · On-site

Production support for OMS INC Manangement Problem Management * 7 years of experience in a ... Good understanding of software development lifecycle * Ability to manage multiple issues in ...

The CCS Companies

Desktop Support Specialist

Norwood, MA · On-site

$24 - $29/hr

Manages PC installations, imaging, upgrades, and patches. * Troubleshoots and resolves problems related to hardware and software. * Collaborates with Network Support to ensure that PCs, printers ...

Anduril Industries

Senior Software Engineer

Boston, MA

$133K - $175K/yr

CorporateOS is the arm that supports Anduril's finance and accounting teams with first class ... Understanding of three letter acronyms such as ERP, MES, WMS, CRM, etc. * Eligible to obtain and ...

Nova Biomedical

Supervisor POC

Waltham, MA · On-site

This position will also manage after-hours connectivity support and coordinate required NovaNet software and firmware updates at customer locations. In addition to providing technical and operational ...

New

Nova Biomedical

Supervisor POC

Waltham, MA · On-site

This position will also manage after-hours connectivity support and coordinate required NovaNet software and firmware updates at customer locations. In addition to providing technical and operational ...

New

Nova Biomedical

Supervisor POC

Waltham, MA

This position will also manage after-hours connectivity support and coordinate required NovaNet software and firmware updates at customer locations. In addition to providing technical and operational ...

New

Nova Biomedical Corporation

Supervisor POC

Waltham, MA · On-site

This position will also manage after-hours connectivity support and coordinate required NovaNet software and firmware updates at customer locations. In addition to providing technical and operational ...

New

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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.

Sterling OMS Support Consultant

Boston, MA • On-site

ClifyX
Recruiting and Staffing Services • 51 - 200 employees
Learn more about ClifyXexternal

Other

Re-posted 9 days ago

Job description

  • IBM OMS Support Project 6 to 10 yrs experience is required in Sterling OMS and Java Microservices experience is mandatory
  • Flexible to work
  • Production support for OMS INC Manangement Problem Management
  • 7 years of experience in a technical business facing face to face role with a Retailer or similar preferred
  • Excellent oral and written communication skills are required Ability to speak to traders confidently
  • In depth Functional Industry Knowledge is required OMS Retail
  • Highly flexible and adaptable to change
  • Strong communication and interpersonal skills along with a solid technical background are essential as is the ability to multitask in a fast paced environment
  • Good understanding of software development lifecycle
  • Ability to manage multiple issues in parallel and adapt to changing priorities
  • Experience working in Onsite Offshore models in particular supporting US business lines
  • Experience in incident management understanding of ticket workflows and use of escalation Experience with ServiceNow ITIL Methodologies is mandatory
  • Problem resolution in an analytical and logical manner to troubleshoot root causes and resolve production incidents
  • Works closely with other technology teams such as Development Vendors Infrastructure and other software support teams
  • TECHNICAL SKILLSET
  • Must have IBM Sterling OMS XML Java JSON Jenkins
  • OMS experience is required in Sterling OMS and Microservices experience is necessary and
  • In depth Functional Industry Knowledge is required OMS Retail
  • Expert Extensive Knowledge of SQL is required to assist own teams during debugging
  • Oracle MS SQL Sybase
  • Good to have Scripting and automation Python Perl PowerShell
  • Middleware MQ Tibco WebLogic
  • Java experience is mandatory but good to have The ability to read and understand code
  • monitoring tools JIRA Service Now
Responsibilities
  • OMS experience is required in Sterling OMS and Microservices experience is necessary
  • FIX Messaging Format experience
  • 6 years of experience in a technical business facing face to face role with a Retailer or similar preferred
  • Excellent oral and written communication skills are required Ability to speak to stakeholders confidently
  • In depth Functional Industry Knowledge is required OMS Retail
  • Highly flexible and adaptable to change
  • Strong communication and interpersonal skills along with a solid technical background are essential as is
  • the ability to multitask in a fast-paced environment
  • Good understanding of software development lifecycle
  • Ability to manage multiple issues in parallel and adapt to changing priorities
  • Experience working in Onsite Offshore models in particular supporting US business lines
  • Experience in incident management understanding of ticket workflows and use of escalation Experience with ServiceNow ITIL
  • Methodologies is mandatory
  • Problem resolution in an analytical and logical manner to troubleshoot root causes and resolve production incidents
  • Works closely with other technology teams such as Development Vendors Infrastructure and other software support teams.
ClifyX logo

About ClifyX

Sourced by ZipRecruiter

ClifyX is a well-established player in the IT Services sector that specializes in providing result-oriented technological solutions to a wide range of industrial verticals. Based in South Plainfield, New Jersey, ClifyX offers a comprehensive selection of IT services that include project staffing, application development, professional consulting, and other IT-based solutions. While the company's website, clifyx.com, does not divulge the exact founding date, it is clear that ClifyX has grown into a renowned name within their domain, thanks to their unwavering commitment to innovative practices. The company's mission statement revolves around harnessing the power of technology to assist their clientele in steering their respective businesses towards success.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

South Plainfield, NJ, US

Year founded

1998

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