Application Support Manager Web Applications Job at K&K Global Talent Solutions INC., Dallas, TX

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  • K&K Global Talent Solutions INC.
  • Dallas, TX

Job Description

Job Title: Application Support Manager Web Applications

Location:Dallas, TX (Onsite 5 days’ work from office)

Job Summary:

We are looking for an experienced and customer-focused Technical Support Manager to lead our software support team. This role involves managing day-to-day support operations, handling escalations, driving process improvements, and ensuring timely and effective resolution of technical issues for our software products or platforms. The ideal candidate will bring a combination of technical expertise, leadership experience, and a passion for customer satisfaction.

Key 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.

Required Skills & Qualifications:

  • 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
  • Strong Experience with SaaS platforms, cloud infrastructure (AWS, Azure, GCP), or DevOps tools (Docker, Kubernetes) is preferred.
  • 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.

Job Tags

Work at office,

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