Support Manager

S-PRO, a top-tier Digital Innovation and Software Engineering company, is seeking a QA Engineer. We specialise in providing cutting-edge services for fast-growing businesses and enterprises, with a strong focus on Finance, Renewable Energy and Healthcare domains and expertise in AI, Blockchain and Data Science. Our team of over 200 dedicated professionals works tirelessly across our global offices to develop innovative digital solutions that drive sustainable business value and increase our client’s competitiveness in a dynamic digital landscape.

We are looking for a proactive Support Manager to join our team. This is a technical support role with a focus on troubleshooting, training, and collaboration with development and product teams.

About the project: The platform provides insured medical services, allowing parents to schedule appointments, receive therapist consultations via Zoom, and obtain prescriptions and treatment plans. The system integrates scheduling features, video conferencing, and secure data management to ensure seamless interactions between therapists, parents, and children.

Key Responsibilities

• Technical Support (60% chat / 20% calls): respond to and resolve technical support tickets from internal teams and some external users. Troubleshoot issues, determine their root cause, and provide timely, accurate solutions.

• Training (20%): conduct onboarding and software training sessions via Google Meet to help employees navigate our tools and best practices.

• Bug Reporting & Tracking: log bugs, report technical issues, and collaborate with development teams using tools like Jira and Notion.

• Documentation: maintain clear and up-to-date documentation, FAQs, and troubleshooting guides within our knowledge base.

• Cross-functional Collaboration: work with product and engineering teams to report trends and improve the user experience within our EMR software.

Work conditions

• Full-time, remote.

• Working hours: 9 AM — 5 PM California time (PST).

• Direct mentorship from the Director of Technical Support.

• Structured onboarding with 2+ weeks of shadowing and knowledge base access via Notion.

Benefits and perks:

• Flexible schedule.

• Remote work model.

• Medical insurance.

• Paid vacations.

• Paid Sick-leaves.

• Paid State holidays.

Requirements

• 2–3 years of experience in technical support or a similar role.

• Hands-on experience with Jira, Salesforce, and Confluence (highly preferred).

• Strong troubleshooting and analytical skills.

• Basic understanding of how to check and differentiate bugs.

• Ability to validate data or perform small batch updates in a database (e.g., using basic SQL).

• Excellent communication skills in English (C2 level); Spanish is a plus.

• Familiarity with SQL is a strong advantage, but not required.

• Detail-oriented, resourceful, and a team player.

• Ability to work independently in a remote environment.

• Eager to learn and adapt in a fast-paced setting.