Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist internal business users by investigating, triaging, troubleshooting, and resolving reported issues.

• Categorize, prioritize, and assign support tickets to the appropriate teams.

• Oversee support cases from initial intake to resolution, including documentation and follow-up.

• Collaborate with engineering, operations, product, and business teams on application, data, and process challenges.

• Partner with IT Operations to support enterprise applications, operational processes, and technology initiatives.

• Monitor support queues and prioritize tasks in accordance with service level objectives.

• Analyze data and system behavior to determine root causes and suggest solutions.

• Identify recurring issues and propose process enhancements.

• Assess processes and systems, recommending modernization, automation, and technological improvements.

• Track support trends, service metrics, and operational performance indicators.

• Assist with testing, validation, and implementation of system enhancements and fixes.

• Contribute to accountability, service excellence, innovation, and continuous improvement.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• At least 5 years of experience in customer support, application support, business systems support, technical support, or a related area.

• Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments.

• Solid understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies.

• Strong working knowledge of DB2 for IBM i along with advanced SQL skills.

• Experience in querying, analyzing, troubleshooting, and validating data.

• Familiarity with investigating data-related issues and conducting root cause analysis using DB2 and SQL.

• Exceptional problem-solving, analytical, and troubleshooting abilities.

• Capability to identify opportunities for process improvement and recommend practical modernization solutions.

• Excellent written and verbal communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience with ticketing systems, case management platforms, or similar tools.

• Strong organizational skills and attention to detail.

• Capability to collaborate across technical and business teams while building strong working relationships.

• Preferred: experience in supporting enterprise business applications and operational systems.

• Preferred: background in the healthcare industry, especially in claims processing, insurance billing, appeals, denials, eligibility, or revenue cycle management.

• Preferred: technical aptitude and understanding of software, systems, and technology concepts.

• Preferred: software development experience or familiarity with IBM i development environments, RPG, CL, or SQL.

• Preferred: knowledge of Visual Studio Code and modern IBM i development and management tools.

• Preferred: experience in process automation, workflow optimization, or modernization.

• Preferred: experience working with engineering, operations, or product teams.

• Preferred: understanding of support best practices, service management processes, and root cause analysis methodologies.

🏝️ Benefits

• Medical, dental, vision, disability, AD&D, and life insurance.

• Manager Time Off – 20 days per year.

• Discretionary 401k match.

• 10 paid holidays per year.

• Health savings accounts.

• Healthcare and dependent flexible spending accounts.

• Pet insurance.

• Legal insurance.

• Accident and critical illness insurance.

• Long term care.

• Elder and childcare benefits.

• Auto and home insurance.

• Paid sick leave and other leave benefits in accordance with applicable federal, state, and local laws.

• Annual Incentive Plan bonus of 10%-50% depending on role level.

• Potential sign-on and relocation bonuses for management-level positions.