Software Technical Support Manager

Lead and oversee daily software support operations (ticket intake, prioritization, assignment, escalation, resolution) across supported systems. Monitor support queues; ensure accurate ticket capture, documentation quality, and consistent triage standards. Balance hands-on support with managerial duties to ensure coverage, responsiveness, and quality outcomes. Serve as primary escalation point for complex or high-impact issues, coordinating resolution and follow-through. Partner with Software Development to coordinate issue resolution, bug intake, and release readiness. Collaborate with program teams and internal stakeholders to address operational issues and process changes tied to system functionality and data. Bachelor’s degree in computer science, information systems, or related field, or equivalent professional experience. 7 years of relevant experience in software technical support or related roles. 3–5 years of people management or team lead experience in a technical environment. Experience managing support queues, escalations, and cross-functional dependencies; strong troubleshooting with complex software systems, integrations, and APIs. Working knowledge of Jira Software and other Atlassian products; familiarity with ITIL-aligned practices; excellent communication skills. Proven ability to lead, coach, and develop technical staff; strong organizational and prioritization skills in fast-paced settings. Medical, dental, and vision insurance. Other pre-tax contribution plans. Employee Stock Ownership Plan (ESOP). Compensation commensurate with experience; pay band discussed above. Generous retirement package. Predominantly remote workforce with multiple office locations.