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Software Support Manager Jobs in Pennsylvania (NOW HIRING)

Aegis Software

Director, Client Support

Horsham, PA · On-site

$135K - $165K/yr

The Director, Client Support leads a global group of people leaders responsible for the Client ... software preferred. * Experience working for private equity and managing through ongoing ...

Canteen

Service Support Manager - Exton, PA

Exton, PA · On-site

$65K - $73K/yr

We are Canteen.   Job Summary The Service Support Manager oversees installation support ... Familiarity with Smart Service or similar service ticket management software. * Experience managing ...

WVU Medicine

IT Support Tech

Uniontown, PA · On-site

$20 - $27.50/hr

Identifies and resolves hardware, software, and operator problems. Performs basic-to-moderate ... Duties include project time management, task and personnel coordination and scope management.

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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:

Plumbing Technical Customer Support Manager

Bensalem, PA

Wellspring Wireless Inc
See more jobs at Wellspring Wireless Incexternal

$50K - $80K/yr

Full-time

Re-posted 27 days ago

Job description


H2O Degree is a Bensalem, PA manufacturer of wireless electronic water meters and energy conservation products for over 15 years. We are looking for an experienced Technical Services and Sales Support Specialist to add to our inside team and support our fast-growing business.
Plumbing Inside Technical Customer Support
The Technical Services and Sales Support Specialist is responsible for determining customer requirements from telephone and e-mail discussions. The ideal candidate will have prior experience generating quotes from plumbing, mechanical and electrical specifications or blueprints and providing top-notch customer service to our wide customer base. This individual will also be required to support the internal sales team and manufacturer representative(s).
PRIMARY OUTCOMES/Major job elements
· Determine customer requirements and expectations in order to recommend specific products and solutions
· Prioritized, timely, and accurate execution of requests for quotes, specifications, and technical drawings.
· Prepare, present, and follow up on quotes in a timely manner.
· Recommend alternate products based on specifications and availability Support the management team with regard to issue resolution with suppliers.
· Support sales team, regional manager(s) and manufacturer representative(s) with specifications, quotations, technical knowledge, and any applicable jurisdictional codes or program information.
· Provide analytical insights for product solutions and services.
· Follow up on sales leads, and comfortable with visiting project sites.
Qualifications and Requirements
· Minimum 2-4 years of relevant work experience.
· Demonstrated understanding of plumbing system components.
· Experience dealing with the plumbing channel including engineers, contractors, distributors & reps
· Understanding of electrical and HVAC systems a plus
· Must have strong customer service skills and proven ability to effectively work with all levels of management.
· Able to read and interpret diagrams, blueprints, and specifications.
· Strong technical background with the ability to troubleshoot customer problems.
· High proficiency levels with Microsoft Office products: Excel, Word, PowerPoint.
· Ability to develop and maintain customer relationships.
· Knowledge of Quickbooks or other quoting software a plus.
· Technology aptitude and ability to learn new IT systems and processes quickly.
Job Type: Full-time
Pay: $50,000.00 - $80,000.00 per year