Software Support Manager

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

Job summary

RapidWorks is seeking a Software Support Manager based in Greater Boston with hybrid work flexibility. The role leads the software support team responsible for ERP, telematics, and mobile solutions, driving issue resolution and customer satisfaction.

You will analyze support trends, partner with product and engineering to fix recurring problems, and create documentation and escalation procedures to improve product quality. Mentoring staff and representing support in meetings are also key duties.

Qualifications

• Bachelor's degree or equivalent practical experience in IT, CS, Business, or related field.
• Experience supporting software applications or SaaS products.
• Experience leading or managing a support team.
• Strong written and verbal communication skills.
• Familiarity with ticketing systems, CRM tools, and knowledge bases.

Responsibilities

• Manage the software support team and tickets for ERP, telematics, and mobile solutions.
• Coordinate issue resolution and monitor service levels to ensure high customer satisfaction.
• Analyze support trends and collaborate with product/engineering to address recurring issues.
• Mentor staff, create documentation, and establish escalation procedures.
• Represent the support function in internal and customer meetings.

Skills

Technical Troubleshooting

Customer Support

Analytical Skills

Team Leadership

Communication

Ticketing & CRM

Industry Experience

Education

Bachelor's degree in IT/CS/Business or related field

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.