Job Description

Job Description

Job Description

Salary:

The Software Support Manager plays a key role in ensuring the smooth operation of product support and

customer-facing systems. This position is responsible for overseeing support operations, guiding the support

team in resolving technical issues, and ensuring that processes and documentation allow the team to work

efficiently and respond quickly to customer needs. This role is fully focused on customer-facing support

operations and ensuring timely and effective issue resolution.

In addition, the role serves as a technical escalation point for more complex issues and works closely with

internal teams to identify root causes and improve overall operational performance.

The goal of this role is to help ensure that customers receive reliable, efficient, and high-quality support while

continuously improving how the support function operates.

TASKS AND RESPONSIBILITIES

Support Operations Management

Lead and manage a team of 46 Level 1 Support Engineers, providing daily guidance, coaching, and

performance feedback.

Monitor ticket queues and support metrics to ensure issues are addressed within defined response

and resolution timelines.

Review current support workflows and identify opportunities to reduce ticket resolution times and

improve operational efficiency.

Implement and maintain structured processes for ticket prioritization, escalation, and resolution.

Technical Issue Resolution & Escalation

Serve as the Level 2 escalation point for complex or unresolved technical issues.

Investigate incidents by reviewing system logs, analyzing platform behavior, and executing SQL

queries when necessary.

Coordinate with engineering teams (Level 3 support) when issues require deeper system changes or product fixes.

Ensure issues are properly documented, categorized, and tracked through resolution.

Root Cause Analysis & Continuous Improvement

Perform root cause analysis on recurring issues and implement solutions that prevent repeat incidents.

Identify patterns in support requests and recommend improvements to product workflows, processes, or documentation.

Collaborate with internal teams to ensure operational issues are translated into actionable improvements. Customer Relationship & Proactive Support

Build strong relationships with pharmacy clients by understanding their environments, configurations, and operational needs.

Monitor customer health and proactively reach out when potential issues or risks are identified.

Ensure communication with customers is clear, professional, and focused on resolution.

Knowledge Management & Documentation

Own and maintain the internal and external knowledge base used by support teams and customers.

Ensure that frequently reported issues are documented with clear troubleshooting steps.

Develop internal guides, documentation, and operational procedures that enable the support team to resolve issues more efficiently.

Team Development

Coach and mentor support engineers to improve their technical troubleshooting skills and customer communication.

Provide ongoing feedback and support professional development within the team.

Ensure all individual performance metrics and Key Performance Indicators (KPIs) are met or exceeded in accordance with organizational standards and timelines.

Encourage a culture of accountability, collaboration, and continuous learning.

SUPPLEMENTARY INFORMATION

This job description outlines the general scope of responsibilities for this position and should not be considered an exhaustive list of duties. Responsibilities may be adjusted to meet evolving business needs.

EDUCATION AND EXPERIENCE

58 years of experience in technical operations, engineering coordination, or technical leadership

roles.

Strong working knowledge of SaaS platforms and web-based applications

Experience working with SQL / relational databases for troubleshooting or data validation

Experience using ticketing systems such as Zendesk, Jira, Freshdesk, or similar platforms

Ability to analyze logs, identify technical issues, and support troubleshooting efforts

Excellent written and verbal communication skills

Fluency in English; Spanish is strongly preferred

PHYSICAL DEMANDS

The physical demands described below represent those that must be met by the employee to successfully

perform the essential tasks of their position. Reasonable accommodation may be provided for individuals

with disabilities.

This position requires extended periods of sitting, computer use, and frequent communication (phone, video,

and in-person). Occasional travel may be required for client meetings, industry conferences, or site visits.

WORK ENVIRONMENT

The characteristics of the work environment described here are only representative of those that the

employee encounters while performing the essential functions of the position. Reasonable accommodation

may be provided for individuals with disabilities to perform such functions.

COMPETENCIES

Operational Leadership

Ability to organize, prioritize, and manage support operations while ensuring service levels and

response times are met.

Technical Problem Solving

Strong analytical skills to diagnose system issues, identify root causes, and implement solutions that prevent recurring incidents.

Process Improvement

Capability to evaluate current workflows and implement improvements that increase efficiency, speed, and service quality.

Customer Focus

Commitment to delivering reliable and responsive support while maintaining strong relationships with customers.

Communication

Ability to communicate technical issues clearly to both technical and non-technical stakeholders.

Team Development

Experience mentoring and developing team members while fostering collaboration and accountability.

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