Product Support Manager

• Lead and mentor a team, ensuring high performance and professional development
• Oversee the support of various applications, each with unique technologies and customer bases
• Ensure advanced troubleshooting of backend systems to identify and resolve defects, misconfigurations, and performance bottlenecks
• Collaborate with cross-functional teams to enhance product performance and customer satisfaction
• Develop and implement strategies to improve support processes and customer experience
• Monitor and report on key performance indicators (KPIs) to drive continuous improvement
• Stay updated on industry trends and best practices to ensure our support services remain cutting-edge
• Coordinate with other department managers to align support strategies with overall company goals
• Analyze customer support data to identify trends and areas for improvement
• Address customer and internal escalations to improve service delivery, collaborating with leaders from other departments to ensure correct prioritization and communication
• Collaborate with other Support Managers to analyze existing process flows across all product lines and identify potential consolidation for common processes
• Assess team composition and identify strategies to maximize utilization across the seasonality of our business
• Train the support team to be more technical and resolve all non-development issues before escalating to engineering
• Raise the Bar of technical excellence, ensuring familiarity with advanced SQL, log analysis, database query cost analysis for tuning, and tools to call web services (REST and SOAP)
• Ensure Focus, Clarity, and Accountability through Daily Management

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 3-5 years in a Managerial/Supervisory position of a medium to large team
• min. 8+ direct reports
• Proven leadership with the ability to drive a team
• Strong technical background with experience in SaaS solutions and software implementation
• Excellent analytical, interpersonal, organizational, and communication skills
• Ability to work under pressure and mentor the team to do the same
• Experience with parking and transportation industry solutions is a plus
• Ability to foster a cooperative work environment
• Ability to plan, develop, and coordinate multiple departments and projects
• Ability to read, analyze, and interpret the most complex documents
• Ability to respond effectively to the most sensitive inquiries or complaints
• Ability to write speeches and articles using original or innovative techniques or style
• Ability to make effective and persuasive speeches and presentations on complex topics to public groups, customers, or staff
• Ability to work with mathematical concepts such as fractions and percentages
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
• Ability to deal with nonverbal symbolism in its most difficult phases
• Ability to deal with a variety of abstract and concrete variables
• Ability to prioritize tasks and tactfully negotiate priority with end users
• Ability to work under deadline pressure and extra hours if needed

Experience with parking and transportation industry solutions is a plus