{"schemaVersion":"jobsearcher.job.v1","id":"a4b080f0697adb9eda144cdc","url":"https://jobsearcher.com/jobs/a4b080f0697adb9eda144cdc","canonicalUrl":"https://jobsearcher.com/jobs/a4b080f0697adb9eda144cdc","title":"Manager, Technical Support","description":"Position Title: Manager, Technical Support\nDepartment: Customer Support\nReports To: Director, Customer Support\n FLSA Status: Salary, Exempt\nLocation: Remote\n\nOne Inc does not offer visa sponsorship, including H1-B sponsorship. One Inc does not accept unsolicited candidate submissions from staffing agencies or recruiters.\n\nOverview: The Technical Support Manager is responsible for managing daily operations of the Customer Technical Support team to ensure exceptional customer service. This individual will work closely with teammates and external customers to identify and resolve technical issues for our suite of products through all means available (i.e. phone, email, chat, etc.) The Manager is responsible for managing individual technical support personnel, approval of PTO requests, maintaining on-call rotation schedule, as well as assign appropriate coverage when someone is out of office. This person will also manage case assignments from various support queues, ensure TS personnel are adhering to documented procedures and following all department and company guidelines. He/she must be detail oriented and possess a strong technical aptitude, as well as have emotional intelligence to lead a team of diverse individuals.\n\nKey Responsibilities:\n\nManage daily task distribution for Technical Support Agents/Engineers\nWork closely with the Director of Customer Support to enhance and monitor processes and procedures to ensure efficiency\nBuild and cultivate internal and external customer relationships, often being the first point of contact for management escalations\nWork with Director of Customer Support to create and monitor OKRs that will drive results\nLead Top Issues meetings weekly with Development\nConduct one-on-one meetings with Technical Support personnel as appropriate\nFacilitate individual technical support team member one-on-ones as appropriate\nReceive escalated complaint calls to a Manager and/or other internal resources when necessary\nWork in team environments that span functional and geographic boundaries\nMotivate and coach team members\nOversee and ensure conflict resolution between team members as needed\nOnboard and train new members of the team\nProvide communication to technical support employees on company and team initiatives where appropriate\nProvide bi-weekly reporting on established KPIs to Director, Customer Support\nManage schedule for daily activities as well as assign coverage when someone is out of office\nOther duties assigned as necessary\n\nSkills & Abilities:\n\nExcellent attention to detail, strong investigative skills and exceptional analytical skills\nKnowledge of PCI compliance standards\nSolid understanding of software development lifecycles\nExceptional time-management skills\nStrong proficiency in SQL and APIs, with the ability to write and troubleshoot complex queries, analyze data, and effectively utilize APIs for system integration and issue resolution.\nStrong interpersonal skills and the ability to adapt in a complex and changing environment\nExcellent verbal and written communication skills\nExcellent customer service ability that results in trust and long-standing relationships with our customers\nAbility to manage customer expectations appropriately and professionally\nDemonstrated ability to prioritize and multi-ask in a deadline driven, high pressure environment\nMust be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed\nAbility to help lead a team of Technical Support Engineers\n\nEducation & Experience:\n\nBachelor’s Degree in related field, or at least 7 years technical support or equivalent software application experience at a higher Tier level position\nExperience working with external customers/clients and comfortable speaking to all levels of customer hierarchy\nExperience with MS Communication technologies (i.e. Exchange), MS Collaboration technologies (i.e. MS SharePoint Server), JIRA ticketing system desired\n3+ years SaaS experience required\n2+ years of management experience preferred\nProven work experience in a similar role; insurance and or payments experience is preferred\n\nAdditional Requirements:\n\nThis position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.\nEmployment is contingent upon successful completion of background screening requirements.\nOne Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.\n\nDesired Traits:\n\nAction Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development\n\nPhysical Demands:\n\nThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.\n\nEnvironment:\n\nStandard indoor office setting; exposure to computer screens.\n\nPhysical:\n\nRequires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.\n\nVision:\n\nSee in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.\n\nHearing:\n\nAbility to hear in the normal audio range with or without corrections.\n\nCompany Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.\n\nThe One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.\n\nHeadquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated \"Onesters.\"\n\nJoin us in building the infrastructure that fulfills the promise of insurance.\n\nOne Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.\n\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","company":"One Software","rawCompany":"one software","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-11-15T08:25:51.684Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"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":"Manager, Technical Support","description":"Position Title: Manager, Technical Support\nDepartment: Customer Support\nReports To: Director, Customer Support\n FLSA Status: Salary, Exempt\nLocation: Remote\n\nOne Inc does not offer visa sponsorship, including H1-B sponsorship. One Inc does not accept unsolicited candidate submissions from staffing agencies or recruiters.\n\nOverview: The Technical Support Manager is responsible for managing daily operations of the Customer Technical Support team to ensure exceptional customer service. This individual will work closely with teammates and external customers to identify and resolve technical issues for our suite of products through all means available (i.e. phone, email, chat, etc.) The Manager is responsible for managing individual technical support personnel, approval of PTO requests, maintaining on-call rotation schedule, as well as assign appropriate coverage when someone is out of office. This person will also manage case assignments from various support queues, ensure TS personnel are adhering to documented procedures and following all department and company guidelines. He/she must be detail oriented and possess a strong technical aptitude, as well as have emotional intelligence to lead a team of diverse individuals.\n\nKey Responsibilities:\n\nManage daily task distribution for Technical Support Agents/Engineers\nWork closely with the Director of Customer Support to enhance and monitor processes and procedures to ensure efficiency\nBuild and cultivate internal and external customer relationships, often being the first point of contact for management escalations\nWork with Director of Customer Support to create and monitor OKRs that will drive results\nLead Top Issues meetings weekly with Development\nConduct one-on-one meetings with Technical Support personnel as appropriate\nFacilitate individual technical support team member one-on-ones as appropriate\nReceive escalated complaint calls to a Manager and/or other internal resources when necessary\nWork in team environments that span functional and geographic boundaries\nMotivate and coach team members\nOversee and ensure conflict resolution between team members as needed\nOnboard and train new members of the team\nProvide communication to technical support employees on company and team initiatives where appropriate\nProvide bi-weekly reporting on established KPIs to Director, Customer Support\nManage schedule for daily activities as well as assign coverage when someone is out of office\nOther duties assigned as necessary\n\nSkills & Abilities:\n\nExcellent attention to detail, strong investigative skills and exceptional analytical skills\nKnowledge of PCI compliance standards\nSolid understanding of software development lifecycles\nExceptional time-management skills\nStrong proficiency in SQL and APIs, with the ability to write and troubleshoot complex queries, analyze data, and effectively utilize APIs for system integration and issue resolution.\nStrong interpersonal skills and the ability to adapt in a complex and changing environment\nExcellent verbal and written communication skills\nExcellent customer service ability that results in trust and long-standing relationships with our customers\nAbility to manage customer expectations appropriately and professionally\nDemonstrated ability to prioritize and multi-ask in a deadline driven, high pressure environment\nMust be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed\nAbility to help lead a team of Technical Support Engineers\n\nEducation & Experience:\n\nBachelor’s Degree in related field, or at least 7 years technical support or equivalent software application experience at a higher Tier level position\nExperience working with external customers/clients and comfortable speaking to all levels of customer hierarchy\nExperience with MS Communication technologies (i.e. Exchange), MS Collaboration technologies (i.e. MS SharePoint Server), JIRA ticketing system desired\n3+ years SaaS experience required\n2+ years of management experience preferred\nProven work experience in a similar role; insurance and or payments experience is preferred\n\nAdditional Requirements:\n\nThis position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.\nEmployment is contingent upon successful completion of background screening requirements.\nOne Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.\n\nDesired Traits:\n\nAction Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development\n\nPhysical Demands:\n\nThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.\n\nEnvironment:\n\nStandard indoor office setting; exposure to computer screens.\n\nPhysical:\n\nRequires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.\n\nVision:\n\nSee in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.\n\nHearing:\n\nAbility to hear in the normal audio range with or without corrections.\n\nCompany Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.\n\nThe One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.\n\nHeadquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits — including medical, dental, and vision insurance — a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated \"Onesters.\"\n\nJoin us in building the infrastructure that fulfills the promise of insurance.\n\nOne Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.\n\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","datePosted":"2026-11-15T08:25:51.684Z","dateModified":"2026-11-15T08:25:51.684Z","hiringOrganization":{"@type":"Organization","name":"One Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a4b080f0697adb9eda144cdc"},"url":"https://jobsearcher.com/jobs/a4b080f0697adb9eda144cdc"}}