> Markdown version of [/jobs/ext/3003982-technical-support-manager](https://www.wearedevelopers.com/jobs/ext/3003982-technical-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - **Company:** QCSS, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $90,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Data Analytics - **Published:** September 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c37a505b62f8a64f ## About the Role * Bachelor's degree or equivalent combination of education and experience. * 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management. * 2+ years of experience leading or managing customer support teams. * Strong experience working with Jira Service Management or similar help desk platforms. * Proven ability to manage support operations and service delivery metrics. * Experience building and improving customer support processes. * Strong problem-solving, organizational, and analytical skills. * Exceptional verbal, written, and presentation communication skills. Preferred * Experience supporting healthcare organizations, health plans, managed care organizations, or healthcare technology solutions. * Experience with healthcare SaaS platforms and data-driven solutions. * Knowledge of customer success methodologies and customer lifecycle management. * Experience developing dashboards and reporting using Jira and business intelligence tools. ## Description The Customer Success Support Manager serves as the operational owner of the support experience, support processes, SLA performance, and cross-functional collaboration. This individual will leverage Jira Service Management to oversee ticket operations, identify trends, improve workflows, and ensure customers receive timely and effective support. This role requires a customer-focused leader who can balance strategic planning with operational execution while working closely with Customer Success, Product, Technology, Implementation, and Executive Leadership teams., * Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client health plans. * Own support performance, including response times, resolution times, SLA compliance, and overall service quality. * Serve as the escalation point for the Support team for customer issues and critical incidents. * Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering. * Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery. * Administer and optimize Jira Service Management for the support function * Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement. * Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience. * Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content. * Lead initiatives focused on process automation, workflow optimization, and operational efficiency. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Self-service Quality: QA Without QA](https://www.wearedevelopers.com/videos/100184-self-service-quality-qa-without-qa) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Should Tech Managers Be Developers First? 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