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Software Support Manager Jobs in Pennsylvania (NOW HIRING)

Toyota

Onsite Software Support

King Of Prussia, PA · On-site

Job Overview The Customer Support Analyst (CSA) works primarily with Premier customers to provide a ... Manage all Toyota Automated Logistics Software Solutions tickets from posting to resolution and RCA ...

CBIZ Talent and Compensation Solutions

Be Seen First

IT Software Support Desk Manager

King Of Prussia, PA · On-site

$90K - $100K/yr

CBIZ Talent Solutions is seeking an experienced IT Software Support Desk Manager to oversee daily technical software support operations and ensure a high level of service across our client ...

Vertilocity

Sales Support Manager

Bridgeville, PA · On-site

Experience supporting a Managed Service Provider (MSP), IT services organization, or technology ... Experience coordinating hardware/software orders and vendor relationships. * Experience working ...

Vertilocity

Sales Support Manager

Bridgeville, PA · On-site

Experience supporting a Managed Service Provider (MSP), IT services organization, or technology ... Experience coordinating hardware/software orders and vendor relationships. * Experience working ...

Xactus

Technical Support Manager

Broomall, PA · On-site +1

$70K - $90K/yr

Xactus is seeking a Technical Support Manger to oversee the Technical Support department, ensuring ... Stay up to date with the latest technology trends, software releases, and product updates to ensure ...

Digitek Software, Inc.

Support Analyst

Harrisburg, PA · On-site

Management is flexible with regards to if a contractor wishes to start their day at let's say 7:30 ... Troubleshoots and assists with hardware and software support escalations. Works with IT Support ...

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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 Pennsylvania are hiring for Software Support Manager jobs?

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

Software Support Specialist

Hatfield, PA • On-site

Cemtek Environmental
Manufacturing • 51 - 200 employees
Learn more about Cemtek Environmentalexternal

$30 - $33/hr

Full-time

Re-posted 19 days ago

Job description

Software Support Specialist


Cemtek KVB-Enertec is the leader in the environmental monitoring and compliance industrial space.  We are growing and seeking a Software Support Specialist for our Hatfield, PA team.


Responsibilities:

Come join our team and be part of a technically innovative company that is helping our clients be more environmentally friendly with air emissions! The Software Support Specialist will act as frontline technical support assisting global users with Windows and Browser based software package used for compliance data reporting. This highly customized software will offer you a challenge as you embark on learning all the different features that it has to offer. A process that will extend well over a year, so be prepared to become part of the family and grow.


  • Become familiar with the software applications to guide users through step-by-step solutions.
  • Use analytical and problem-solving skills that will allow you to get information from customers in enough detail to diagnose their issues.
  • Maintain personal integrity to ensure accuracy and confidentiality of customer data.
  • Foster personal relationships with customer base to improve service level.
  • Communicate effectively with customers and be able to answer incoming phone calls and emails.
  • Be focused and organized so that all customer support tickets get handled in a timely manner.
  • Assist with environmental reporting to the EPA and local districts through our DAHS system.
  • Can work well in a group or independently.
  • Organize all information relating to the technical assistance requests and document actions and resolutions for record-keeping requirements as well as for training needs.
  • Able to work emergency cases after-hours, including weekends and holidays to meet business needs on a rotating schedule.


DESIRED:

  • Basic Networking and Microsoft skills including SQL Server needed.
  • Experience with programming/coding logic operations (basic, C++, etc.) a plus.
  • Knowledge of Allen Bradely PLC ladder logic programming a plus
  • Good working knowledge of Excel formulas and templating.
  • Experience working with a support ticket software and customers interaction.
  • Air Emissions reporting and QA experience.
  • Bachelor of Science degree in Software Engineering or Mathematics related field a plus.
  • College grads, upper-level college students, and professionals are encouraged to apply.
  • Familiarity with Energy Power Industry and USEPA and South Coast Air Quality Management District air emissions regulations.


REQUIRED:

  • 18 years or older.
  • Able to pass drug screening as part of the selection process and random drug testing as a possible requirement prior to visiting customer locations
  • Be willing to submit to a background investigation as part of the selection process
  • Unrestricted authorization to work in the United States
  • Able to fulfill the requirements to obtain a Transportation Worker Identity Credential (tsa.gov/twic )