{"schemaVersion":"jobsearcher.job.v1","id":"1e2fdb76cf4dfdc61438b0f6","url":"https://jobsearcher.com/jobs/1e2fdb76cf4dfdc61438b0f6","canonicalUrl":"https://jobsearcher.com/jobs/1e2fdb76cf4dfdc61438b0f6","title":"Software Support Engineer Manager","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 .\r\nOur 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.\r\nTheir 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.\r\nThe 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.\r\nThe 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.\r\nThe 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.\r\nResponsibilities\r\nAchieve and maintain resolution of 95% of client technical issues within agreed SLA timeframes.\r\nMaintain team CSAT scores above 90% through timely, high-quality support and proactive client communication.\r\nReduce repeat incident rates by at least 15% annually through effective root cause analysis and corrective action implementation.\r\nEnsure 100% of critical technical tasks are completed on time and meet established quality standards.\r\nTrack and review team and individual metrics weekly; implement targeted coaching plans to improve performance by measurable percentages each quarter.\r\nIdentify 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.\r\nTrend Analysis & Prevention: Conduct monthly analysis of support incidents and trends; implement solutions that measurably reduce escalation frequency and improve response efficiency.\r\nDrive cross-team issue resolution to completion within committed timelines, ensuring actionable updates are provided to stakeholders at every stage.\r\nMaintain and enforce departmental SOPs for knowledge base updates, ensuring 100% compliance and accuracy in documented solutions.\r\nIncrease team capability scores (via skill assessments) by at least 10% annually through targeted training, mentoring, and career development initiatives.\r\nMaintain team retention above 90% and employee engagement survey scores above company benchmarks.\r\nFoster a team culture of accountability, innovation, and constructive feedback that results in measurable gains in performance and client satisfaction.\r\nProven Experience\r\n2–3 years of direct people management experience; experience in service operations and help desk environments preferred supporting applications.\r\nLead and manage a team of software support specialists to ensure efficient issue resolution and excellent customer service.\r\nDevelop and implement support strategies, policies, and procedures to optimize efficiency and effectiveness.\r\nMonitor and analyze support metrics, customer feedback, and system performance to drive continuous improvement.\r\nCollaborate with the development and product teams to address software issues, bug fixes, and feature enhancements.\r\nProvide training and mentoring to support staff to ensure continuous skills development and high team performance.\r\nManage escalations, troubleshoot complex software problems, and provide solutions to customers.\r\nOversee documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.\r\nEnsure adherence to SLAs (Service Level Agreements) and maintain a high standard of customer satisfaction.\r\nStay updated on industry trends, emerging technologies, and best practices to improve support operations.\r\nCoordinate with sales and customer success teams to ensure seamless onboarding and post-implementation support.\r\nStrong technical knowledge of software applications, databases, and troubleshooting methodologies.\r\nExperience with support ticketing systems (e.g., Jira, Microsoft CRM).\r\nExcellent leadership, team management, and interpersonal skills.\r\nStrong problem-solving abilities and customer service orientation.\r\nEffective communication skills, both verbal and written.\r\nAbility to work in a fast-paced environment and manage multiple priorities.\r\nPreferred Qualifications\r\nMinimum of 3 years of experience in software support, technical support, or a related role, with at least 5 years in a managerial capacity.\r\nPrior experience in SaaS or cloud-based software support.\r\nCertifications in customer support management or IT service management.\r\nKnowledge of programming languages, APIs, and software development principles.\r\nClick here to apply online\r\nJ-18808-Ljbffr","company":"Precise Resource","rawCompany":"precise resource","city":"New York","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-05-23T06:48:26.788Z","occupations":[{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Software Support Engineer Manager","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 .\r\nOur 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.\r\nTheir 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.\r\nThe 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.\r\nThe 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.\r\nThe 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.\r\nResponsibilities\r\nAchieve and maintain resolution of 95% of client technical issues within agreed SLA timeframes.\r\nMaintain team CSAT scores above 90% through timely, high-quality support and proactive client communication.\r\nReduce repeat incident rates by at least 15% annually through effective root cause analysis and corrective action implementation.\r\nEnsure 100% of critical technical tasks are completed on time and meet established quality standards.\r\nTrack and review team and individual metrics weekly; implement targeted coaching plans to improve performance by measurable percentages each quarter.\r\nIdentify 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.\r\nTrend Analysis & Prevention: Conduct monthly analysis of support incidents and trends; implement solutions that measurably reduce escalation frequency and improve response efficiency.\r\nDrive cross-team issue resolution to completion within committed timelines, ensuring actionable updates are provided to stakeholders at every stage.\r\nMaintain and enforce departmental SOPs for knowledge base updates, ensuring 100% compliance and accuracy in documented solutions.\r\nIncrease team capability scores (via skill assessments) by at least 10% annually through targeted training, mentoring, and career development initiatives.\r\nMaintain team retention above 90% and employee engagement survey scores above company benchmarks.\r\nFoster a team culture of accountability, innovation, and constructive feedback that results in measurable gains in performance and client satisfaction.\r\nProven Experience\r\n2–3 years of direct people management experience; experience in service operations and help desk environments preferred supporting applications.\r\nLead and manage a team of software support specialists to ensure efficient issue resolution and excellent customer service.\r\nDevelop and implement support strategies, policies, and procedures to optimize efficiency and effectiveness.\r\nMonitor and analyze support metrics, customer feedback, and system performance to drive continuous improvement.\r\nCollaborate with the development and product teams to address software issues, bug fixes, and feature enhancements.\r\nProvide training and mentoring to support staff to ensure continuous skills development and high team performance.\r\nManage escalations, troubleshoot complex software problems, and provide solutions to customers.\r\nOversee documentation of support processes, FAQs, and knowledge base articles to enhance self-service capabilities.\r\nEnsure adherence to SLAs (Service Level Agreements) and maintain a high standard of customer satisfaction.\r\nStay updated on industry trends, emerging technologies, and best practices to improve support operations.\r\nCoordinate with sales and customer success teams to ensure seamless onboarding and post-implementation support.\r\nStrong technical knowledge of software applications, databases, and troubleshooting methodologies.\r\nExperience with support ticketing systems (e.g., Jira, Microsoft CRM).\r\nExcellent leadership, team management, and interpersonal skills.\r\nStrong problem-solving abilities and customer service orientation.\r\nEffective communication skills, both verbal and written.\r\nAbility to work in a fast-paced environment and manage multiple priorities.\r\nPreferred Qualifications\r\nMinimum of 3 years of experience in software support, technical support, or a related role, with at least 5 years in a managerial capacity.\r\nPrior experience in SaaS or cloud-based software support.\r\nCertifications in customer support management or IT service management.\r\nKnowledge of programming languages, APIs, and software development principles.\r\nClick here to apply online\r\nJ-18808-Ljbffr","datePosted":"2026-05-23T06:48:26.788Z","dateModified":"2026-05-23T06:48:26.788Z","hiringOrganization":{"@type":"Organization","name":"Precise Resource","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1e2fdb76cf4dfdc61438b0f6"},"url":"https://jobsearcher.com/jobs/1e2fdb76cf4dfdc61438b0f6"}}