Customer Support Manager - Remote based in the US

Conifer Health Solutions; Frisco (TX); Hybrid; USD 104,000 - 123,000; Full time

Benefits offered by this job

Medical insurance

Time off 20 days

Discretionary 401k match

Paid holidays

Job summary

Tenet Healthcare is seeking a Customer Support Manager to back internal users relying on IBM i-based applications. You will bridge business and technical teams, triage issues, analyze data, and drive process improvements.

Role focuses on case-based and operational support rather than phone-based help desk, collaborating with IT Operations to support enterprise applications and modernization initiatives.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Minimum 5 years of experience in customer support or related field.
• Minimum 5 years of hands-on experience supporting IBM i environments.
• Strong understanding of IBM i operating systems, job processing, and troubleshooting.
• Strong SQL skills to query and analyze data.
• Experience with ticketing systems and case management.

Responsibilities

• Investigate, triage, troubleshoot, and resolve issues; categorize, prioritize, and assign tickets.
• Manage support cases from intake to resolution with proper documentation.
• Collaborate with engineering, operations, product, and business teams to address issues.
• Monitor queues and meet service level objectives.
• Analyze data to identify root causes and propose improvements.
• Support testing, validation, and implementation of system enhancements.

Skills

Customer support

IBM i / AS400

SQL

DB2 for IBM i

Ticketing systems

Communication skills

Cross-functional collaboration

Education

Bachelor's degree

Tools

ServiceNow

Job description

Job Summary

The Customer Support Manager is responsible for supporting internal business users and teams that rely on IBM i-based applications and services to perform their day-to-day operations. This role serves as a key liaison between business stakeholders and technical teams, helping to resolve issues, analyze data, and improve processes. The position works closely with IT Operations to support critical business systems, identify opportunities for improvement, and recommend modernization initiatives that enhance efficiency and accuracy. While a technical background is beneficial, this is not a software development role. This position primarily provides case-based and operational support rather than phone-based help desk support.

The Customer Support Manager is responsible for supporting internal business users and teams that rely on IBM i-based applications and services to perform their day-to-day operations. This role serves as a key liaison between business stakeholders and technical teams, helping to resolve issues, analyze data, and improve processes. The position works closely with IT Operations to support critical business systems, identify opportunities for improvement, and recommend modernization initiatives that enhance efficiency and accuracy. While a technical background is beneficial, this is not a software development role. This position primarily provides case-based and operational support rather than phone-based help desk support.

Responsibilities

• Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution.
• Experience working with ticketing systems is required; knowledge of ServiceNow is preferred.
• Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up.
• Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues.
• Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives.
• Monitor support queues and prioritize work to meet established service level objectives.
• Analyze data and system behavior to identify root causes and recommend solutions.
• Identify recurring issues and recommend process improvements to improve operational efficiency and user experience.
• Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements.
• Track support trends, service metrics, and operational performance indicators.
• Assist with testing, validation, and implementation activities related to system enhancements and fixes.
• Contribute to a culture of accountability, service excellence, innovation, and continuous improvement.

Qualifications

Required Qualifications

• Bachelor’s degree or equivalent practical experience.
• Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field.
• Minimum 5 years of hands‑on experience supporting IBM i (iSeries/AS400) environments.
• Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies.
• Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs.
• Experience investigating data‑related issues and performing root cause analysis using DB2 and SQL.
• Strong problem‑solving, analytical, and troubleshooting skills.
• Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and work effectively in a fast‑paced environment.
• Experience working with ticketing systems, case management platforms, or similar tools.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively across technical and business teams and build strong working relationships.

Preferred Qualifications

• Experience supporting enterprise business applications and operational systems.
• Experience in the healthcare industry, particularly with healthcare claims processing, insurance billing, appeals, denials, eligibility, or related revenue cycle management processes.
• Technical aptitude and ability to understand software, systems, and technology concepts.
• Prior software development experience or familiarity with IBM i development environments, RPG, CL, or SQL is a plus.
• Knowledge of Visual Studio Code and modern IBM i development and management tools is a plus.
• Experience with process automation, workflow optimization, or modernization initiatives.
• Prior experience working with engineering, operations, or product teams.
• Knowledge of support best practices, service management processes, and root cause analysis methodologies.

Compensation

• Base pay: $103,584 - $123,000 annually. Compensation depends on location, qualifications, and experience.
• Position may be eligible for an Annual Incentive Plan bonus of 10%-50% depending on role level.
• Management level positions may be eligible for sign‑on and relocation bonuses.

Benefits

The following benefits are available, subject to employment status:

• Medical, dental, vision, disability, AD&D, and life insurance
• Manager Time Off – 20 days per year
• Discretionary 401k match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance.
• Paid sick leave and other leave benefits are provided in accordance with applicable federal, state, and local laws.

The following benefits are available, subject to employment status.

The following benefits are available, subject to employment status:

• Medical, dental, vision, disability, AD&D, and life insurance
• Manager Time Off – 20 days per year
• Discretionary 401k match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance.
• Paid sick leave and other leave benefits are provided in accordance with applicable federal, state, and local laws.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.

Tenet participates in the E-Verify program. Follow the link below for additional information.

E-Verify: http://www.uscis.gov/e-verify

The employment practices of Tenet Healthcare and its companies comply with all applicable laws and regulations.

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Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.

• Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution.
• Experience working with ticketing systems is required; knowledge of ServiceNow is preferred.
• Manage support cases from initial intake through resolution, ensuring accurate documentation and follow‑up.
• Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues.
• Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives.
• Monitor support queues and prioritize work to meet established service level objectives.
• Analyze data and system behavior to identify root causes and recommend solutions.
• Identify recurring issues and recommend process improvements to improve operational efficiency and user experience.
• Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements.
• Track support trends, service metrics, and operational performance indicators.
• Assist with testing, validation, and implementation activities related to system enhancements and fixes.
• Contribute to a culture of accountability, service excellence, innovation, and continuous improvement.