Software Support Engineer Manager

Crossinvest (Asia) Pte Ltd; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading executive search firm is seeking a Software Support Engineer Manager to oversee a team ensuring efficient customer support for a cloud-based SaaS platform. The role focuses on driving technical issue resolution, enhancing team capabilities, and maintaining high customer satisfaction levels. Key responsibilities include tracking metrics, mentoring support staff, and implementing process enhancements to improve service delivery. The ideal candidate has strong leadership skills and relevant experience in software support management.

Qualifications

• 2-3 years of direct people management experience; ideally in service operations.
• Experience with support ticketing systems and debugging complex software problems.
• Strong technical knowledge of software applications and troubleshooting methodologies.

Responsibilities

• Lead a team to resolve 95% of client technical issues within SLAs.
• Develop support strategies and monitor key performance metrics.
• Conduct trend analysis to improve client experience and reduce escalations.

Skills

Direct people management

Customer service orientation

Problem-solving abilities

Leadership skills

Education

Bachelor's degree in a relevant field

Tools

Jira

Microsoft CRM

Job description

Precise Resource, Inc is a leading privately held Women's Business Enterprise specializing in Executive Search and head-hunting services for Fortune 500 clients across the United States. We have been asked to assist our client in locating a Software Support Engineer Manager.

Our client is a powerhouse quietly transforming how banks and credit unions connect with their customers across mobile, in-branch, and online through a cloud-based SaaS platform that integrates seamlessly regardless of a financial institution’s core system. With a client list that includes the top three mobile banking apps in the U.S., this innovator is shaping the future of digital finance.

Their platform? An expansive ecosystem of ready-to-deploy tools and plug-and-play integrations. Their secret sauce? An API-first architecture and robust developer toolkit that lets financial institutions build smarter, move faster, and serve customers better wherever they are.

The Software Support Engineer Manager is accountable for delivering world-class technical support outcomes by leading a high-performing team of Software Support Engineers. Success in this role will be measured by the ability to resolve 95% of client technical issues within agreed SLA timeframes, maintain team CSAT scores above 90%, and reduce repeat incident rates by at least 15% annually through root cause elimination. This leader will ensure on-time and quality completion of 100% of critical technical tasks, actively monitoring performance metrics at the team and individual levels and implementing targeted coaching and development plans to achieve continuous improvement.

The role requires identifying and executing process and procedural enhancements that result in measurable gains in resolution speed, first-contact resolution, and knowledge base accuracy. The Manager will proactively analyze incident trends and implement corrective actions that improve client experience scores and reduce escalation frequency. They will be accountable for cross-functional collaboration, ensuring that cross-team issue resolution meets or exceeds agreed timelines, and that stakeholders receive timely, actionable updates.

The Software Support Engineer Manager’s performance will also be evaluated on their ability to develop team capability, maintain high retention and engagement levels, and foster a culture of accountability, innovation, and knowledge sharing that contributes to our clients business goals and their client success.

Responsibilities

• Achieve and maintain resolution of 95% of client technical issues within agreed SLA timeframes.
• Maintain team CSAT scores above 90% through timely, high-quality support and proactive client communication.
• Reduce repeat incident rates by at least 15% annually through effective root cause analysis and corrective action implementation.
• Ensure 100% of critical technical tasks are completed on time and meet established quality standards.
• Track and review team and individual metrics weekly; implement targeted coaching plans to improve performance by measurable percentages each quarter.
• Identify and execute at least 3 process or procedural enhancements per quarter that reduce resolution time, increase first-contact resolution rates, and improve knowledge base accuracy.
• Trend Analysis & Prevention: Conduct monthly analysis of support incidents and trends; implement solutions that measurably reduce escalation frequency and improve response efficiency.
• Drive cross-team issue resolution to completion within committed timelines, ensuring actionable updates are provided to stakeholders at every stage.
• Maintain and enforce departmental SOPs for knowledge base updates, ensuring 100% compliance and accuracy in documented solutions.
• Increase team capability scores (via skill assessments) by at least 10% annually through targeted training, mentoring, and career development initiatives.
• Maintain team retention above 90% and employee engagement survey scores above company benchmarks.
• Foster a team culture of accountability, innovation, and constructive feedback that results in measurable gains in performance and client satisfaction.

Proven Experience

• 2–3 years of direct people management experience; experience in service operations and help desk environments preferred supporting applications.
• 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.
• 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

• Minimum of 3 years of experience in software support, technical support, or a related role, with at least 5 years in a managerial capacity.
• Prior experience in SaaS or cloud-based software support.
• Certifications in customer support management or IT service management.
• Knowledge of programming languages, APIs, and software development principles.

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