Manager, Support
Share
Job Location:
Monthly Salary:
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
The Manager of Technical Support is responsible for leading a team of front-line technical professionals providing advanced technical assistance for a suite of software products. This role manages team operations and performance ensuring consistent high-quality service to customers while collaborating cross-functionally to enhance support delivery. The manager drives continuous improvement efforts in processes and team capabilities to optimize customer outcomes and technical resolution efficiency.
**This is a hybrid position based out of Lehi UT**
Responsibilities:
- Leads a team delivering technical support for complex software solutions ensuring efficient operations and customer satisfaction
- Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals
- Oversees scheduling task management and team workload balancing to support business priorities and service level objectives
- Drives improvements in team processes operational metrics and customer satisfaction by leveraging data and feedback
- Serves as an escalation point for high-impact customer issues and manages timely resolution
- Collaborates with other departments to streamline processes and improve inter-team communication
- Recruits hires and manages team performance including development and disciplinary actions
- Facilitates onboarding and training to drive employee engagement and long-term retention
- Leads special projects as assigned by department leadership ensuring timely and high-quality execution
Essential Functions:
- Manage and oversee technical support team operations and staffing
- Resolve escalated customer issues while maintaining high service quality
- Analyze team performance using operational data and customer feedback
- Ensure successful execution of departmental objectives and priorities
- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
- Maintain professional interaction with internal and external stakeholders
- Ability to work in a fast-paced and high-stress environment
Minimum Qualifications:
- Strong leadership and interpersonal skills with a proven ability to manage high-performing teams
- Demonstrated success in customer support roles within a SaaS or software environment
- Excellent analytical and problem-solving skills with attention to detail
- Effective communicator capable of presenting complex technical information clearly
- Ability to manage multiple tasks in a fast-paced environment with competing priorities
- 3 years of experience in customer support roles within a SaaS or software company
- 2 years of experience managing technical support or similar teams
- 6 years in a technology-related field or technical support position
AI and Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the Human-in-the-Loop by auditing AI outputs for factual accuracy brand alignment and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear context-rich prompts to achieve consistent high-quality results across various business domains.
Required Experience:
Manager
About Company
Entrata property management software connects all of your property data and processes, allowing you to create better experiences for everyone. Better property management software.
