Software Support Manager

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

Company Description

RapidWorks (formerly Rapid Applications Group) provides leading software solutions for the heavy construction equipment services industry, serving hundreds of customers across North America, Europe, and Australia. The company’s products include Rapid ERP, Telematics GPS, and Rapid On-the-Go mobile apps, which are widely trusted in the sector. These solutions help companies dispatch and manage complex construction work such as concrete pumping, hydrovac excavation, and crane services. RapidWorks focuses on reliability, efficiency, and usability to support field operations and office teams in demanding construction environments.

Role Description

The Software Support Manager is a full-time, hybrid role based in Greater Boston, with flexibility to work from home part of the time. This role oversees the software support team responsible for assisting customers with RapidWorks’ ERP, telematics, and mobile solutions. Day-to-day tasks include managing support tickets, coordinating issue resolution, monitoring service levels, and ensuring high customer satisfaction. The Software Support Manager will analyze support trends, refine processes, and collaborate with product and engineering teams to address recurring issues and improve product quality. The role also involves mentoring support staff, creating documentation and escalation procedures, and representing the support function in internal and customer-facing meetings.

Qualifications

• Strong Technical Support and Troubleshooting skills, with experience supporting software applications or SaaS products.
• Customer Support and Customer Satisfaction experience, including managing support queues, handling escalations, and building long-term customer relationships.
• Analytical Skills to interpret support metrics, identify patterns, and recommend improvements to processes and products.
• Prior experience leading or managing a support team, including coaching, performance management, and resource planning.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems, CRM tools, and knowledge base management platforms.
• Background in construction, field services, or enterprise software is a plus.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.