Software Support Manager – Portishead

Ruth Wagstaff Recruitment Ltd; Portishead; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

25 days holiday

Private Healthcare

Incentive

Flexible benefits

Job summary

Wagstaff Recruitment is working with a Bristol-based B2B technology business to hire a Software Support Manager. The role focuses on customer success, bridging between customers and engineering teams, and driving swift fault resolution.

You will train clients and occasionally travel to customer sites, including occasional travel abroad when needed. Key skills include B2B support experience, problem solving, and hands-on C#.

Qualifications

• Experience with problem solving and ticket resolution in a software or IT environment.
• Ability to learn new technologies and apply them in customer-facing roles.
• Hands-on experience with C# in a software/support context.
• Excellent stakeholder communication and proactive customer success mindset.

Responsibilities

• Drive customer success and act as a conduit for problem resolution for customers.
• Train customers on software usage and fault resolution, translating tech info for non-technical stakeholders.
• Coordinate between software engineers, customers and field engineers to ensure swift issue resolution.
• Engage with customers and travel to sites when remote fixes are not possible.
• Assist in onboarding and upskilling customers and colleagues as needed.

Skills

Customer support (B2B)

Problem solving

Learning new technologies

Escalation handling

C# hands-on

Stakeholder communication

Training and education

Job description

Software support manager

Customer success focused role

Bristol

3 days per week in the office

4 days during training

Up to £50k

Experience within software development, software support, MSP, helpdesk support, or App support is highly desirable

Benefits:

• 25 days holiday plus bank holidays
• Private Healthcare
• Incentive
• Other flexible benefits to choose from

I am working with a B2B Technology business in Bristol who are looking for a technically competent support manager to drive customer success and act as a key conduit for problem resolution for their customers.

This role will provide training on the relevant software that they use, however you should be somebody that has a good understanding of software, or IT support in a customer facing role.

You might be someone that is looking to move from Software Development, App support, MSP, or SaaS business.

Engagement and communication are very important to drive customer success.

You will also help to train customers on fault resolution, cascading technical information to noon technical stakeholders and vice versa.

You will act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues.

You should be someone who enjoys engaging with customers, and happy to travel to customer sites on occasion when a remote fix cant be found. This will be infrequent but as needed.

This could involve travelling abroad at times.

Skills required:

• Customer support in a B2B environment
• Experience with problem solving, or ticket resolution within a software or IT environment.
• The ability to learn new technologies
• Dealing with escalated support issues
• Hands on experience with C#.

Soft Skills required:

• Excellent stakeholder communication skills
• Proactive customer success mindset
• Great at cascading feedback

Desirable skills:

• Experience in a highly technical or scientific environment
• Experience with training, upskilling, or education of customers / colleagues

Job Tenure: Permanent

Salary: £35000 – £50000 per annum + 25 days holiday plus bank, Healthcare

Location: Portishead, Somerset