Software Technical Support Manager
Energy SolutionsBoston, Massachusetts
Full Time
Posted March 18, 2026
$125k - $135k
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Application opens on company website
Job Description
The Software Technical Support Manager oversees and leads the daily technical support operations for software systems supporting clean energy incentive programs, ensuring timely issue resolution, process improvement, and team development in a primarily remote environment.
Key Responsibilities
- Lead and oversee daily support operations for software systems, including ticket management, prioritization, escalation, and resolution.
- Serve as the primary escalation point for complex or high-impact technical issues, ensuring timely resolution and communication.
- Collaborate with software development and program teams to coordinate issue resolution, support bug intake, and contribute to release stability.
- Ensure adherence to SLAs and support performance metrics, identify trends, and implement corrective actions to improve stability and outcomes.
- Develop, refine, and maintain support processes, workflows, and documentation to improve efficiency and quality.
- Drive continuous improvement in support documentation, knowledge articles, runbooks, and onboarding materials.
- Partner with cross-functional stakeholders to align support activities with business and program priorities.
- Provide clear, timely updates on incidents, escalations, and systemic issues to technical and non-technical audiences.
- Support audit, compliance, and security requirements related to support operations.
- Lead, mentor, coach, and manage a team of Technical Support Engineers, including hiring, onboarding, performance reviews, and development.
Requirements
- Bachelor's degree in computer science, Information Systems, or related field, or equivalent professional experience required
- 7 years of relevant experience in software technical support, application support, or related roles
- 3 to 5 years of people management or team lead experience in a technical environment
- Experience managing support queues, escalations, and cross-functional dependencies
- Strong troubleshooting background supporting complex software systems, integrations, and APIs
- Demonstrated ability to ensure adherence to SLAs and performance metrics, identify trends, and drive corrective actions
- Working knowledge of Jira Software and other Atlassian products or similar ticketing/documentation platforms
- Excellent interpersonal, written, and verbal communication skills able to communicate effectively across technical and non-technical stakeholders
- Demonstrated ability to lead, coach, and develop technical staff
- Strong organizational, prioritization, and decision-making skills, operating effectively in a fast-paced environment with minimal guidance
- Experience with support of software systems supporting energy efficiency, renewable energy, or clean energy programs (preferred)
- Experience with Salesforce configuration (preferred)
- Experience with Python scripting or similar languages used in support and troubleshooting contexts (preferred)
- Experience supporting SOC 2 aligned environments (preferred)
- Experience supporting low-code platforms e.g., Mendix or custom enterprise applications (preferred)
- Ability to build and develop a team through hiring, onboarding, performance reviews, and career development
- Ability to monitor support queues, ensure accurate ticket capture, documentation quality, and consistent intake and triage standards
- Ability to serve as a primary escalation point for complex or high-impact technical issues, providing visibility, coordination, and follow-through
- Ability to collaborate with software development teams to coordinate issue resolution, support bug intake, and contribute to release stability
- Ability to communicate incident updates, escalations, and systemic issues clearly and timely to both technical and non-technical audiences
- Ability to contribute to planning by surfacing support insights, risk areas, recurring defects, and capacity constraints
- Ability to support audit, compliance, and security requirements related to support operations, including documentation discipline and evidence collection
- Willingness to lead, mentor, coach, and manage a team of Technical Support Engineers, including responsibilities for team performance and development
- Willingness to participate in staffing plans, hiring, onboarding, performance reviews, and oversee hiring for planned team growth
- Must reside within 40 miles of an Energy Solutions office (except New York) or be willing to work remotely within that radius
- Ability to perform background checks, drug screening, and provide authorization to work in the U.S. indefinitely
Benefits & Perks
Compensation range of $103,305 to $145,462 annually, with a target range of $125,000 to $135,000 annually, commensurate with experience
Energy Solutions provides an excellent benefits package including medical, dental, and vision insurance
Pre-tax contribution plans
Employee Stock Ownership Plan (ESOP)
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