Software Support Manager oversees software support staff. Manages department budget to ensure goals are met. Being a Software Support Manager establishes and maintains relationships with engineering and software development. Provides advanced troubleshooting skills to resolve technical problems. Additionally, Software Support Manager researches, reports and corrects any quality assurance issues. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Software Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Software Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)
Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2’s 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.
As a Product Support Specialist on the Customer Operations team, you will be on the front lines interacting with Lucid’s biggest and most strategic customers. You will be expected to drive solutions with professional communication and internal cross collaboration with our Product and Engineering organization. As a technical point of contact, you will be responsible for aligning with Customer Success and Sales to ensure effective and efficient communication with these customers.
The majority of our communication is done over email, but Product Support Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to solve complex issues. You should also be comfortable representing Lucid in helping strategic users and administrators that are critical to that customer’s Lucidchart environment and usage. Understanding the core Lucid business strategy and working to help enable that strategy though our daily work is key to our team’s success. On an individual level, you will be expected to own areas of Product expertise and to serve as an escalation path for other members of the Customer Operations team.
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If you’d like to confirm job application information found on other hiring websites, please contact us directly at: talentacquisition@lucid.co
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