Sr. Manager - Software Support

Tyler Technologies, Inc.; New York (NY); On-site; USD 93,391 - 122,883; Full time

Benefits offered by this job

Competitive benefits

Health and financial wellness support

Job summary

A technology solutions provider in New York seeks a Senior Manager of Software Support to lead a high-performing team, delivering exceptional client experience across their software offerings. The ideal candidate has a strong customer-centric mindset, proven leadership skills, and a track record of improving client outcomes. Responsibilities include overseeing support operations, driving continuous improvement initiatives, and collaborating with cross-functional teams. The role requires a bachelor’s degree and 5+ years in a technical service environment, offering a salary between $93,391 – $122,883.

Qualifications

• 5+ years of leadership experience in software support or a related technical service environment.
• Demonstrated ability to lead managers and large teams in a fast-paced, highly technical environment.
• Experience collaborating with cross-functional teams to influence product quality and improve client experience.

Responsibilities

• Own the end-to-end client support experience, ensuring easy access to support.
• Lead structured post-incident reviews to drive product and process improvements.
• Develop a centralized repository for support documentation and processes.

Skills

Customer-centric mindset

Analytical skills

Leadership

Communication

Problem-solving

Education

Bachelor’s degree in a related field

Tools

Support tools

Case management systems

Microsoft Office

Job description

The Senior Manager of Software Support is responsible for leading a high‑performing support organization that delivers exceptional client experience across the Transportation product suite. This leader drives customer‑centric operations, proactive issue prevention, and continuous improvement to ensure clients receive easy access to timely, accurate, and empathetic support that strengthens adoption and long‑term satisfaction.

This role oversees multiple managers and teams, ensuring consistent execution, operational rigor, and alignment with divisional goals. The Senior Manager partners closely with Product, Development, Professional Services, Sales, and Telemetry to anticipate client needs, reduce case volume, and improve product quality through actionable insights.

Location

Latham, New York

Travel

10‑25%

Responsibilities

Client Experience & Customer Success

• Own the end‑to‑end client support experience, ensuring access to support is easy, interactions are timely, empathetic, and aligned with Transportation’s client‑first standards.
• Monitor client sentiment, CSAT, NPS, VOC, and escalation trends to identify friction points and drive improvements.
• Lead structured post‑incident reviews and ensure learnings translate into product, process, or training improvements.
• Design the client maturity model to logically progress customers in their use of Transportation software, continuously improving engagement and the time to product adoption metric.

Proactive Issue Prevention & Operational Excellence

• Build and execute a proactive strategy that supports the customer journey that leads to long‑term retention, referenceable clients, and net positive sentiment.
• Reduce case volume by leveraging latest technology and industry trends, including data analytics for trending, root‑cause identification, and other related measures.
• Partner with Implementation and Development to surface systemic issues, influence roadmap prioritization, and validate fixes.
• Implement quality assurance programs and metrics to ensure consistent case handling, communication standards, and resolution accuracy.
• Drive continuous improvement initiatives that enhance efficiency, reduce escalations, and improve client outcomes.
• Establish a culture of proactive communication and collaboration so clients feel informed, supported, and confident in the product.

Leadership & Team Development

• Lead, mentor, and develop Support Managers and their teams, fostering a culture of accountability, growth, collaboration, and high performance.
• Ensure managers maintain strong coaching rhythms, including 1:1s, performance reviews, development plans, and real‑time feedback.
• Recruit, onboard, and retain top talent with the skills and mindset needed to deliver exceptional client service.
• Model leadership behaviors that reinforce integrity, collaboration, and client advocacy.

Strategic Planning & Cross‑Functional Alignment

• Contribute to Transportation’s strategic plans, ensuring support operations align with divisional goals and client experience priorities.
• Collaborate with cross‑functional leadership to ensure visibility into support trends, staffing needs, and client risks.
• Provide regular reporting on KPIs, backlog health, SLA performance, and emerging issues to leadership.
• Ensure alignment with divisional and One Tyler systems, processes, and compliance requirements.
• Act as the voice of Transportation in Tyler‑wide councils and initiatives.
• Serve as the Executive Sponsor for complex or high‑impact client issues.
• Establish and maintain escalation playbooks, communication protocols, severity and SLA definitions.
• Ensure timely, transparent communication with clients and internal stakeholders during critical incidents.

Documentation, Process, and Compliance

• Develop a centralized repository and oversee creation and maintenance of support documentation, videos, knowledge articles, and internal processes.
• Ensure adherence to company policies, audit requirements, and data integrity standards.
• Champion adoption of new tools, processes, and organizational changes.

Qualifications

• Bachelor’s degree in a related field.
• 5+ years of leadership experience in software support or a related technical service environment.
• Student Transportation industry experience preferred.
• Demonstrated ability to lead managers and large teams in a fast‑paced, highly technical environment.
• Strong customer‑centric mindset with proven success improving client experience and reducing escalations.
• Excellent communication, conflict resolution, and relationship‑building skills.
• Strong analytical and problem‑solving abilities, including experience with trend analysis and root‑cause identification.
• Ability to manage multiple workstreams, prioritize effectively, and drive results through others.
• Experience collaborating with cross‑functional teams to influence product quality and roadmap decisions and improve client experience.
• Proficiency with support tools, case management systems, and Microsoft Office.

State‑Specific Salary Range Disclosure Requirements

Salary will generally fall between $93,391 – $122,883 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Taking Care of You & Your Family

Your health and well‑being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Equal Opportunity Employer

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800‑646‑2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.