Software Support Engineer Manager

About Us:

ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Eagan, MN, ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at ImageTrend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together!

About the Opportunity:

We’re hiring a Software Support Engineer Manager who will oversee, develop, and lead a team of Software Support Engineers. This role is responsible for ensuring the team is equipped with the training, tools, and guidance needed to deliver exceptional customer service and technical support. The Manager plays a key role in driving team performance, process improvement, and cross-functional collaboration. Apply now to make an impact on a fast-paced and growing team!

What You'll Do:

· Lead, mentor, and develop a team of Software Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement through regular one-on-ones, team meetings, coaching, and performance reviews

· Establish, monitor, and manage team performance against KPIs and SLAs, ensuring consistent service delivery and high levels of customer satisfaction

· Develop and maintain documentation for team processes and internal knowledgebase resources

· Oversee the triage and resolution of support tickets in the SSE queue, ensuring timely and accurate responses to critical issues

· Act as a subject matter expert, providing advanced technical guidance including code debugging and database querying

· Identify and implement process improvements, including automation tools to enhance workflow efficiency

· Collaborate regularly with customer success, development and other cross-functional leaders to align support engineering operations with broader organizational goals

· Enable team success, results, and performance by setting clear expectations, removing roadblocks, recognizing contributions and creating a team success focused work environment

· Leads the hiring process for new team members and oversees onboarding and training

· Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes

· Travel to orientation, industry or company events, or other onsite meetings as required

· Perform additional duties or tasks as assigned

What You’ll Need:

· Degree in Computer Science or a related field, or the equivalent combination of education and relevant work experience

· Proven experience working in a technical client support or related position, preferably in a SaaS-based organization within public safety, or healthcare related industries

· Experience leading a technical, client-facing team, preferably at a SaaS organization within public safety or healthcare industries

· Experience working with Microsoft SQL Server and strong understanding of IT infrastructure, hosting environments, and support processes, preferably also with proficient knowledge of ImageTrend products and functionality

· Proven ability to lead, coach, and develop high-performing technical teams and identify areas for improvement to help elevate and accelerate organizational results

· Excellent verbal and written communication, including strong presentation and interpersonal skills and the ability to influence others to achieve results

· Excellent attention to detail and strong analytical, problem-solving and critical thinking skills

· Strong technical aptitude with the ability to quickly learn and adapt to new tools and systems, including proficiency with MS Office Suite, CRM, ticketing, and other technologies

· Excellent organizational and time management skills, with the ability to handle multiple priorities simultaneously and meet critical deadlines

· Familiarity with standardized data collection and reporting practices

· Strong knowledge of the software development lifecycle, preferably with scrum/agile familiarity

· Proven to be a proactive self-starter and thrive in a fast-paced environment

· Ability to work independently within a highly collaborative and team-oriented environment while maintaining a strong customer focus

· Ability to maintain discretion when handling proprietary and confidential information

· Enthusiasm for learning and expanding knowledge or skills

· Strong work ethic, integrity, honesty, collaboration and team orientation

· Ability to travel as required, up to 10%

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $85,000 - $115,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at 952-469-1589, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.