Software Support Manager oversees software support staff. Manages department budget to ensure goals are met. Being a Software Support Manager establishes and maintains relationships with engineering and software development. Provides advanced troubleshooting skills to resolve technical problems. Additionally, Software Support Manager researches, reports and corrects any quality assurance issues. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Software Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Software Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)
Support Services Engineer Duties:
The Software Support Engineer provides customers with technical product support for company’s Applications. The position is responsible and accountable for the creation, tracking and resolution of change requests & production/test issues from customers while meeting response and resolution service level objectives. Answers technical support queries and implements fixes for application problems. Troubleshoots customer issues as well as providing code changes and testing changes/fixes to resolve customer issues. Creates and maintains documentation for supported applications. Coordinates with customers to resolve technical support issues.
Required Interpersonal Skills:
Required Project Management Skills: