Job Description
Job Title: Application Support Manager Web Applications
Location:Dallas, TX (Onsite 5 days’ work from office)
Job Summary:
We are looking for an experienced and customer-focused Technical Support Manager to lead our software support team. This role involves managing day-to-day support operations, handling escalations, driving process improvements, and ensuring timely and effective resolution of technical issues for our software products or platforms. The ideal candidate will bring a combination of technical expertise, leadership experience, and a passion for customer satisfaction.
Key Responsibilities:
- Lead and mentor the technical support team in delivering high-quality, responsive support for our software products (SaaS, desktop, or mobile).
- Oversee ticket queues, prioritize critical issues, and ensure resolution within defined SLAs.
- Serve as the escalation point for complex or high-priority technical issues and customer concerns.
- Work closely with engineering, product management, and QA teams to resolve recurring problems and drive product improvements.
- Analyze support metrics and customer feedback to identify trends, root causes, and improvement opportunities.
- Maintain and improve internal knowledge bases, FAQs, and technical documentation.
- Recruit, train, and develop support engineers and specialists to maintain a high-performing team.
- Contribute to customer onboarding, training, and product rollout processes when needed.
- Implement best practices in incident management, problem management, and service delivery.
- Ensure compliance with data security, privacy policies, and customer SLAs.
Required Skills & Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- 10+ years of experience in technical support, with at least 5 years in a managerial or team lead role within a software company.
- Strong technical understanding of modern software stacks that includes (Java, .NET, Node.js, React, SQL/NoSQL, REST APIs).
- Strong expertise in handling public facing websites that includes Real User Monitoring with RUM tools like Datadog
- Strong Experience with SaaS platforms, cloud infrastructure (AWS, Azure, GCP), or DevOps tools (Docker, Kubernetes) is preferred.
- Hands-on knowledge of ticketing and support tools like Azure Devops, Jira, Zendesk, Freshdesk, or ServiceNow.
- Exceptional communication, leadership, and problem-solving skills.
- Strong customer focus and ability to handle challenging situations professionally.
Job Tags
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