Application Support Manager - Alpine Software

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Alpine Software: Banyan’s Portfolio Company

Alpine Software, founded in 1994 and based in Rochester, NY, develops and sells leading SaaS products to fire departments, serving over 600 customers primarily across the US. Our flagship product, RedNMX, offers a comprehensive suite of fire department management tools, including dispatching, call reporting, personnel management, inventory management, and mobile tracking.

Location: Onsite- Rochester, New York

Why this role matters

You’ll lead a small but growing support operation (currently four agents) and jump in personally when high-stakes issues arise. Your mandate: tighten day-to-day ticket management, improve after-hours accountability, and be the voice of the customer across Alpine.

What you’ll do

• Ensure round-the-clock responsiveness
• Formalize an on-call rotation and clear escalation paths.
• Remain reachable for critical incidents outside standard hours.
• Lead & develop the support team
• Coach and performance-manage a diverse group of four agents; define future roles as the team expands.
• Create a culture of ownership, continuous learning, and psychological safety.
• Optimize ticket operations (Zendesk)
• Refine SLAs, macros, triggers, and dashboards to shorten first-response and resolution times.
• Build proactive health metrics to surface “red” or at-risk customers.
• Drive cross-functional improvement
• Partner with Product, Engineering, Professional Services, and Customer Success to close feedback loops and reduce repeat issues.
• Champion process documentation and knowledge-base expansion.
• Act as a player-coach
• Step in on complex tickets or escalations; model exemplary troubleshooting and customer communication.

Required Skills:

• Experience leading a customer-facing team (support, service, call center, or similar)
• Proven track record improving ticket workflows, KPIs, or customer satisfaction (CSAT)
• Strong analytical and process-design skills with a KPI-driven mindset
• High emotional intelligence; able to stay calm under pressure
• Willingness to be hands-on and cover shifts in a lean team environment
• Experience collaborating closely with Professional Services or Customer Success teams
• Comfortable using or learning Zendesk (Views, SLAs, Explore, QA)
• Demonstrated ability to scale a support organization from 5 to 10+ team members
• Background in B2B software environments

Nice-to-Have:

• Familiarity with NFIRS, NEMSIS, or fire-service operations
• Experience working with public safety or other mission-critical software
• ITIL, HDI, or other relevant industry certifications

What success looks like in 12 months

• On-call rotation running smoothly with <15-minute first-response SLA on Sev-1 tickets
• CSAT ≥ 95 % and ticket backlog consistently below target
• Documented career path and quarterly development plans for every team member
• Noticeable drop in repeat issues through root-cause analysis and cross-functional fixes

Benefits & perks

• Competitive salary + performance bonus
• Health, dental, vision, and 401(k) with match
• On-site role with occasional work-from-home flexibility
• PTO, company holidays, volunteer time off
• Annual professional-development budget

Alpine Software is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.