BeaconFire Solution Inc. · 3 months ago
Application Support Manager
Dallas, TX
Contract
Onsite
Senior Level, Lead/Staff
10+ years expBeaconFire Solution Inc. is seeking an experienced Technical Support Manager to lead their software support team. This role focuses on managing support operations, handling escalations, and driving process improvements to ensure effective resolution of technical issues for software products.
Business IntelligenceInformation TechnologySoftware
Responsibilities
Lead and mentor the technical support team in delivering high-quality, responsive support for our software products (SaaS, desktop, or mobile)
Oversee ticket queues, prioritize critical issues, and ensure resolution within defined SLAs
Serve as the escalation point for complex or high-priority technical issues and customer concerns
Work closely with engineering, product management, and QA teams to resolve recurring problems and drive product improvements
Analyze support metrics and customer feedback to identify trends, root causes, and improvement opportunities
Maintain and improve internal knowledge bases, FAQs, and technical documentation
Recruit, train, and develop support engineers and specialists to maintain a high-performing team
Contribute to customer onboarding, training, and product rollout processes when needed
Implement best practices in incident management, problem management, and service delivery
Ensure compliance with data security, privacy policies, and customer SLAs
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
10+ years of experience in technical support, with at least 5 years in a managerial or team lead role within a software company
Strong technical understanding of modern software stacks that includes (Java, .NET, Node.js, React, SQL/NoSQL, REST APIs)
Strong expertise in handling public facing websites that includes Real User Monitoring with RUM tools like Datadog
Hands-on knowledge of ticketing and support tools like Azure Devops, Jira, Zendesk, Freshdesk, or ServiceNow
Exceptional communication, leadership, and problem-solving skills
Strong customer focus and ability to handle challenging situations professionally
Preferred
Strong Experience with SaaS platforms, cloud infrastructure (AWS, Azure, GCP), or DevOps tools (Docker, Kubernetes) is preferred
Company
BeaconFire Solution Inc.
Headquartered in New Jersey, BeaconFire Solution, Inc. has emerged as a leading Technology Consulting and Professional Services organization.
501-1000 employees
H1B Sponsorship
BeaconFire Solution Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (10)
2023 (16)
2022 (19)
2021 (15)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Flora X.
Co-Founder and Vice President
Company data provided by crunchbase