Software Support Manager

NLP Logix
Jacksonville, FL

Software Support Manager 


Location: Jacksonville, Florida 

Information Technology 


Job Description 

NLP Logix is hiring a Software Support Manager to join its growing team of IT and Business professionals. This position is for a full-time employee and will require less than 25% travel. 


NLP Logix is a Data Science product and services company that specializes in AI Solution Development, Machine Learning, and Advanced Analytics for a variety of use cases, industries, and customers across the United States. 


NLP Logix strives to deliver an exceptional customer experience through cutting edge technology offerings, creative custom problem solving, and rapid delivery of our AI solutions assets to meet our customers’ needs.   The successful candidate will demonstrate leadership by leveraging their strong background in application support and client success.  

The Application Support Manager will work under the direction of the COO and will have the responsibility of managing and leading a highly skilled support team in our organization in support of some of NLP Logix’s most strategic customers and partners and building close relationships/partnerships with our most strategic accounts. You will work closely with the Sr. Managers of the Operations, Data Science and Engineering teams to ensure that NLP Logix is delivering overall superior ongoing service and support to our customers. 

Essential functions and responsibilities: 

  • Provide excellent application support and service to NLP Logix’s production services customers
  • Interface with the other teams at NLP Logix and directly with the customer base on critical escalations and issue remediation
  • Manage and develop the support teams, including hiring, professional development, and proactive project work
  • Design, develop, and implement processes, systems, and technology to support and enhance the support function at NLP Logix, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Application Support Function
  • Work with NLP Logix’s data science and engineering teams to implement formal feedback mechanisms for incidents, causes, and resolutions


  • Experience in the software industry with a minimum of 3 years in application or technical support management, including people management
  • Background in the development and management of remote support groups, international support groups and 24 x 7 support operations
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable
  • Excellent communications and interpersonal skills, especially with customers
  • Ability to deliver high-level presentations to audiences ranging from executives to system end users
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with incident tracking and management systems such as Atlassian Jira

·         Ability and desire to drive change through high-energy, can-do attitude, comfortable working in a high-performance, entrepreneurial, open-door environment 

·         Strong analytical and problem-solving skills 

·         Must be an outstanding communicator and team player who demonstrates attention to detail, and who also understands how to ensure long term success 


This position is not eligible for employment-based immigration sponsored by NLP Logix.



Our Values  


NLP Logix believes data science is a team sport and encourages a spirit of cooperation and fosters an environment of professional growth where employees can exercise their leadership ability, creativity, technical competence, with an overall focus in helping NLP Logix fulfill its mission. 


NLP Logix is an equal opportunity employer committed to establishing a diverse workforce.