A Day In The Life Of A Software Support Manager At Mi-Size Influencer Marketing
Jarred's role as Software Support Manager is largely reactive, with "80% of the day" spent addressing immediate issues, acting as a liaison between teams and managing escalations. The remaining 20% focuses on strategic initiatives like implementing "a new technology or operation," showcasing a balance between operational firefighting and proactive development within the company.
Problem-Solving, Communication, Project Management, Teamwork, Technology
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Jarred Velazquez
Software Support Manager
Mi-Size Influencer Marketing SAAS Company
Worcester Polytechnic Institute
N/A (Currently at UCLA Anderson, no other Graduate degree)
Engineering - Electrical
Advertising, Communications & Marketing
Cyber Security and IT
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. Reactive problem-solving and communication are key aspects of the role, as 80% of the day involves addressing urgent questions and technological issues.
2. The role involves facilitating communication and information transfer between different teams to resolve issues efficiently.
3. Strategic projects such as implementing new technologies or creating operational improvements for the team comprise 20% of the daily tasks. This includes initiatives such as implementing support chat systems and working on reporting or data projects
Transcript
What does a day in the life in your current role look like?
It is a lot of putting out fires. As it's very reactive, I would say maybe 80% of the day involves earning questions or technologies going down. I'm often the liaison and intermediary to help transfer information or facilitate moving one piece of output to another team.
A majority of my time is spent helping facilitate that and managing escalations and internal expectations. Sometimes I'll jump on customer calls for any of those types of escalations as well.
The other 20% of the time, I'm working on some sort of strategic project. This could be rolling out a new technology or operation for the team, like support chat, which we brought out recently, in addition to doing support tickets. It can also involve some sort of reporting or data project.
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