SaaS Support Manager - Construction Tech Lead

MassMutual Ventures; Boston (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

RapidWorks in Greater Boston offers a hybrid Software Support Manager role overseeing the ERP, telematics, and mobile solutions. You will manage the support team, handle tickets, coordinate resolutions, and ensure high customer satisfaction across busy construction operations.

You will analyze support trends, collaborate with product and engineering to address recurring issues, mentor staff, create documentation, and participate in internal and customer-facing meetings to drive product quality.

Qualifications

• Experience supporting software applications or SaaS products.
• Experience managing support queues, escalations, and customer relationships.
• Analytical skills to interpret support metrics and trends.
• Experience leading or managing a support team with coaching and performance management.
• Excellent written and verbal communication; ability to explain tech to non-technical users.
• Familiarity with ticketing systems, CRM tools, and knowledge base platforms.
• Background in construction, field services, or enterprise software is a plus.
• Bachelor’s degree in IT/CS/Business or equivalent practical experience.

Responsibilities

• Oversee the software support team handling ERP, telematics, and mobile solutions.
• Manage support tickets, coordinate issue resolution, and monitor SLAs.
• Mentor staff, create documentation and escalation procedures.
• Represent the support function in internal and customer-facing meetings.
• Analyze support trends and collaborate with product and engineering to address recurring issues.

Skills

Technical support

Troubleshooting

Customer relationship management

Support metrics analysis

People leadership

Communication skills

Ticketing systems

CRM tools

Knowledge base management

Education

Bachelor’s degree in IT/CS/Business or equivalent

Tools

Ticketing systems

CRM tools

Knowledge base platforms

Job description

RapidWorks in Greater Boston offers a hybrid Software Support Manager role overseeing the ERP, telematics, and mobile solutions. You will manage the support team, handle tickets, coordinate resolutions, and ensure high customer satisfaction across busy construction operations.

You will analyze support trends, collaborate with product and engineering to address recurring issues, mentor staff, create documentation, and participate in internal and customer-facing meetings to drive product quality.