Informatix, Inc. ยท 1 week ago
Software Support Manager
United States
Full-time
Remote
Mid Level
$85K/yr - $105K/yr
4+ years expInformatix, Inc. is seeking a Software Support Manager to help clients successfully adopt and utilize their technical products and services. This role requires a combination of deep technical expertise and exceptional communication skills to guide onboarding, resolve complex issues, and deliver strategic advice for customer outcomes.
Software
No H1B
Responsibilities
Lead new client implementations, create success plans, and ensure effective product adoption
Act as the primary contact for technical issues; collaborate with Support and Engineering teams to troubleshoot and resolve problems within agreed service levels
Collect and synthesize client feedback; represent customer needs internally; partner with Product Management to influence roadmap and usability improvements
Assist with solution setup and integration, including guidance on APIs, security best practices, and system architecture
Help customers define objectives and measurable outcomes; provide technical recommendations and demonstrate product value through best practices
Qualification
Required
Minimum 4 years of experience in technical support, customer success, or related roles
Strong technical background in IT or Computer Science (degree or equivalent experience)
Proven ability to diagnose, triage, and resolve technical issues efficiently
Excellent verbal and written communication skills; ability to simplify complex concepts
Track record of building trust and long-term client relationships
Experience managing client lifecycle, including implementation plans, SLAs, timelines, and escalations
Preferred
Experience in customer success, solutions engineering, or technical account management within SaaS or enterprise software environments (AWS experience preferred)
Familiarity with RESTful APIs, integration patterns, authentication/authorization, and security frameworks
Exposure to ticketing/CRM systems, JIRA, IVR systems, and KPI reporting (CSAT, NPS, time to resolution)
Ability to lead cross-functional initiatives and drive continuous improvement in support processes
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance
Company
Informatix, Inc.
Informatix, a minority-owned powerhouse in technology, payment processing, Financial Institution Data Match (FIDM), consulting, and CSE outsourcing, has been a steadfast presence in the industry for over 30 years.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Raul Ocazionez
CEO, Founder & President
Company data provided by crunchbase