Software Support Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Fullsteam is a rapidly growing, dynamic, and exciting private equity-backed software and payments company headquartered in Auburn, AL. The company was formed in 2018 by a core group of talented payments and software experts. Fullsteam is quickly expanding its operations through the acquisition of strategic portfolio companies that could benefit from our cutting-edge software and payments platform.

Fullsteam is currently seeking an experienced support technician / manager to join the payments platform team in Auburn, AL. The responsibilities of Software Support Manager will include managing the team that researches and responds to support tickets that get escalated to the development team. The manager is expected to maintain and improve the escalated support experience as well as be able to assist the team with answering support requests. This will primarily involve writing and running SQL queries, analyzing and interpreting the results, and reviewing logs. Additional responsibilities include creating tools to assist in data analysis, batch jobs, feature beta testing management, and general troubleshooting and testing. The Software Support Manager will be expected to work well with the development team to learn the products and give feedback on improving the products from a support perspective.

Minimum Qualifications

• Excited and motivated by a significant role on a fast-moving team and able to handle the responsibility of a variety of incoming support requests.
• Bachelor's degree in Computer Science, Information Technology, MIS, or related field or Equivalent work experience.

Qualifications and Expectations

• Experience with writing SQL Queries against Microsoft SQL Server
• Experience creating tools in C# for analyzing data
• Familiarity with Web API applications and tools for testing / interacting with them (Ex. PostMan)
• Familiarity with support ticketing applications (Ex. Jira Service Desk)
• Experience managing a team
• Superior verbal and written communication
• Ability to learn quickly under tight deadlines
• Must be able to work collaboratively, but is self-motivated
• Payment Processing industry experience
• Performance tuning expertise
• Ability to work Monday-Friday during normal business hours and communicate using Microsoft Teams, and other collaboration tools, with video and audio on.
• Ability to work cross-team with development, payment support, integrations, accounting, etc.
• Ability to provide support including being able to respond to being paged by the FullsteamPay monitoring platform after-hours on a limited basis in a rotation with other members of the R&D team.

Success Factors/Job Competencies:

• Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

• Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn't upset when things are up in the air; can comfortably handle risk and uncertainty. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.

• Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other's reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.

Competitive salary based on experience, knowledge, skills, and abilities. Fullsteam offers Group Healthcare, 401(k) match. Candidate must be able to pass a comprehensive background check required for payments-related businesses.

Benefit Information:

Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:

• Major Medical
• Dental
• Vision
• 401k with Company Match
• Paid Holidays
• Personal Time Off
• Employer Paid Short Term Disability & AD&D
• Other employee paid supplemental insurances offered

Physical demands and work environment:

Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.

This position can be 100% remote, on-site or hybrid. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule in a non-corporate office environment if remote.

EEOC & ADA Statement:

Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.