The Customer Support Manager is responsible for supporting internal business
users and teams that rely on IBM i-based applications and services to perform
their day-to-day operations. This role serves as a key liaison between business
stakeholders and technical teams, helping to resolve issues, analyze data, and
improve processes. The position works closely with IT Operations to support
critical business systems, identify opportunities for improvement, and recommend
modernization initiatives that enhance efficiency and accuracy. While a
technical background is beneficial, this is not a software development role.
This position primarily provides case-based and operational support rather than
phone-based help desk support.
RESPONSIBILITIES
Support internal business users by investigating, triaging, troubleshooting,
and resolving reported issues, ensuring tickets are accurately categorized,
prioritized, and assigned to the appropriate teams for timely resolution.
Experience working with ticketing systems is required; knowledge of
ServiceNow is preferred.
Manage support cases from initial intake through resolution, ensuring
accurate documentation and follow-up.
Collaborate with engineering, operations, product, and business teams to
address application, data, and process-related issues.
Work closely with the IT Operations team to support enterprise applications,
operational processes, and technology initiatives.
Monitor support queues and prioritize work to meet established service level
objectives.
Analyze data and system behavior to identify root causes and recommend
solutions.
Identify recurring issues and recommend process improvements to improve
operational efficiency and user experience.
Evaluate existing processes and systems and propose modernization
opportunities, automation solutions, and technology enhancements.
Track support trends, service metrics, and operational performance
indicators.
Assist with testing, validation, and implementation activities related to
system enhancements and fixes.
Contribute to a culture of accountability, service excellence, innovation,
and continuous improvement.
QUALIFICATIONS
Required Qualifications:
Bachelor’s degree or equivalent practical experience.
Minimum 5 years of experience in customer support, application support,
business systems support, technical support, or a related field.
Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400)
environments.
Strong understanding of IBM i operating systems, job processing, system
operations, and troubleshooting methodologies.
Strong working knowledge of DB2 for IBM i and advanced SQL skills, including
the ability to query, analyze, troubleshoot, and validate data to support
issue resolution and operational needs.
Experience investigating data-related issues and performing root cause
analysis using DB2 and SQL.
Strong problem-solving, analytical, and troubleshooting skills.
Demonstrated ability to identify process improvement opportunities and
recommend practical modernization solutions.
Excellent written and verbal communication skills.
Ability to manage multiple priorities and work effectively in a fast-paced
environment.
Experience working with ticketing systems, case management platforms, or
similar tools.
Strong organizational skills and attention to detail.
Ability to work collaboratively across technical and business teams and build
strong working relationships.
Preferred Qualifications:
Experience supporting enterprise business applications and operational
systems.
Experience in the healthcare industry, particularly with healthcare claims
processing, insurance billing, appeals, denials, eligibility, or related
revenue cycle management processes.
Technical aptitude and ability to understand software, systems, and
technology concepts.
Prior software development experience or familiarity with IBM i development
environments, RPG, CL, or SQL is a plus.
Knowledge of Visual Studio Code and modern IBM i development and management
tools is a plus.
Experience with process automation, workflow optimization, or modernization
initiatives.
Prior experience working with engineering, operations, or product teams.
Knowledge of support best practices, service management processes, and root
cause analysis methodologies.
Compensation
Base pay: $103,584 - $123,000 annually. Compensation depends on location,
qualifications, and experience.
Position may be eligible for an Annual Incentive Plan bonus of 10%-50%
depending on role level.
Management level positions may be eligible for sign-on and relocation
bonuses.
Benefits
The following benefits are available, subject to employment status:
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 & dependent flexible spending accounts
Voluntary benefits include pet insurance, legal insurance, accident and
critical illness insurance, long term care, elder & childcare, auto & home
insurance.
Paid sick leave and other leave benefits are provided in accordance with
applicable federal, state, and local laws.
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