Innova Software Services Inc.
Technical Support Manager
⭐ - Featured Role | Apply direct with Data Freelance Hub
This role is for a Technical Support Manager in Dallas, TX (onsite). Contract length is unspecified, with a pay rate of $45.00 - $50.00 per hour. Requires 10+ years in technical support, strong software stack knowledge, and leadership skills.
🌎 - Country
United States
💱 - Currency
$ USD
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💰 - Day rate
400
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🗓️ - Date
October 1, 2025
🕒 - Duration
Unknown
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🏝️ - Location
On-site
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📄 - Contract
Unknown
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🔒 - Security
Unknown
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📍 - Location detailed
Dallas, TX 75201
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🧠 - Skills detailed
#SQL (Structured Query Language) #Computer Science #Monitoring #REST (Representational State Transfer) #Scala #Security #Cloud #.Net #Datadog #React #Java #SaaS (Software as a Service) #Compliance #AWS (Amazon Web Services) #Data Security #Azure #Leadership #DevOps #Documentation #Alation #Kubernetes #GCP (Google Cloud Platform) #Jira #Azure DevOps #NoSQL #Docker #REST API
Role description
Title: Technical Support Manager
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 Type: Contract
Pay: $45.00 - $50.00 per hour
Expected hours: 40 per week
Work Location: In person
Title: Technical Support Manager
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 Type: Contract
Pay: $45.00 - $50.00 per hour
Expected hours: 40 per week
Work Location: In person
