Software Support Engineer Manager

Precise Resource, Inc is a leading privately held Women's Business Enterprise specializing in Executive Search and head-hunting services for Fortune 500 clients across the United States. We have been asked to assist our client in locating a Software Support Engineer Manager
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Our client is a powerhouse quietly transforming how banks and credit unions connect with their customers across mobile, in-branch, and online through a cloud-based SaaS platform that integrates seamlessly regardless of a financial institution’s core system. With a client list that includes the top three mobile banking apps in the U.S., this innovator is shaping the future of digital finance.

Their platform? An expansive ecosystem of ready-to-deploy tools and plug-and-play integrations. Their secret sauce? An API-first architecture and robust developer toolkit that lets financial institutions build smarter, move faster, and serve customers better wherever they are.

The Software Support Engineer Manager is accountable for delivering world-class technical support outcomes by leading a high-performing team of Software Support Engineers. Success in this role will be measured by the ability to resolve 95% of client technical issues within agreed SLA time frames, maintain team CSAT scores above 90%, and reduce repeat incident rates by at least 15% annually through root cause elimination.

This leader will ensure on-time and quality completion of 100% of critical technical tasks, actively monitoring performance metrics at the team and individual levels and implementing targeted coaching and development plans to achieve continuous improvement.

The role requires identifying and executing process and procedural enhancements that result in measurable gains in resolution speed, first-contact resolution, and knowledge base accuracy. The Manager will proactively analyze incident trends and implement corrective actions that improve client experience scores and reduce escalation frequency. They will be accountable for cross-functional collaboration, ensuring that cross-team issue resolution meets or exceeds agreed timelines, and that stakeholders receive timely, actionable updates.

The Software Support Engineer Manager’s performance will also be evaluated on their ability to develop team capability, maintain high retention and engagement levels, and foster a culture of accountability, innovation, and knowledge sharing that contributes to our clients business goals and their client success.

• Achieve and maintain resolution of 95% of client technical issues within agreed SLA time frames.
• Maintain team CSAT scores above 90% through timely, high-quality support and proactive client communication.
• Reduce repeat incident rates by at least 15% annually through effective root cause analysis and corrective action implementation.
• Ensure 100% of critical technical tasks are completed on time and meet established quality standards.
• Track and review team and individual metrics weekly; implement targeted coaching plans to improve performance by measurable percentages each quarter.
• Identify and execute at least 3 process or procedural enhancements per quarter that reduce resolution time, increase first-contact resolution rates, and improve knowledge base accuracy.
• Trend Analysis & Prevention:
  Conduct monthly analysis of support incidents and trends; implement solutions that measurably reduce escalation frequency and improve response efficiency.
• Drive cross-team issue resolution to completion within committed timelines, ensuring actionable updates are provided to stakeholders at every stage.
• Maintain and enforce departmental SOPs for knowledge base updates, ensuring 100% compliance and accuracy in documented solutions.
• Increase team capability scores (via skill assessments) by at least 10% annually through targeted training, mentoring, and career development initiatives.
• Maintain team retention above 90% and employee engagement survey scores above company benchmarks.
• Foster a team culture of accountability, innovation, and constructive feedback that results in measurable gains in performance and client satisfaction.

• 2–3 years of direct…