Software Support Manager

The Software Support Manager is responsible for overseeing the software support team, ensuring the timely resolution of technical issues, and maintaining high levels of customer satisfaction. This role involves managing support operations, developing processes, and coordinating with other departments to enhance the overall user experience. The ideal candidate will possess strong leadership skills, technical expertise, and a customer-focused mindset.

Responsibilities

• Lead and manage a team of software support specialists to ensure efficient issue resolution and excellent customer service.
• Develop and implement support strategies, policies, and procedures to optimize efficiency and effectiveness.
• Monitor and analyze support metrics, customer feedback, and system performance to drive continuous improvement.
• Collaborate with the development and product teams to address software issues, bug fixes, and feature enhancements.
• Provide training and mentoring to support staff to ensure continuous skills development and high team performance.
• Manage escalations, troubleshoot complex software problems, and provide solutions to customers.
• Oversee documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.
• Ensure adherence to SLAs (Service Level Agreements) and maintain a high standard of customer satisfaction.
• Stay updated on industry trends, emerging technologies, and best practices to improve support operations.
• Coordinate with sales and customer success teams to ensure seamless onboarding and post-implementation support.

Location
Vancouver, BC

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in software support, technical support, or a related role, with at least 5 years in a managerial capacity.
• Strong technical knowledge of software applications, databases, and troubleshooting methodologies.
• Experience with support ticketing systems (e.g., Jira, Microsoft CRM).
• Excellent leadership, team management, and interpersonal skills.
• Strong problem-solving abilities and customer service orientation.
• Effective communication skills, both verbal and written.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Knowledge of programming languages, APIs, and software development principles.
• Prior experience in SaaS or cloud-based software support.
• Certifications in customer support management or IT service management.

If you are a dynamic leader with a passion for customer service and technology, we encourage you to apply and become a part of our innovative team!

State-Specific Salary Range Disclosure Requirements
Salary will generally fall between $68,400 - $100,000 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

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Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.