Customer Support Manager

About Portside, Inc.

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

LeaseWorks, a member of the Portside family, offers cloud-based asset management, customer relationship management, and other software solutions designed to help airlines and aircraft lessors save time, reduce costs, optimize revenue, and manage risk.

Job Summary

As a Support Manager, you support our customers by performing hands-on configuration tasks, loading data into the system, and ensuring that day-to-day technical operations run smoothly. You will work closely with the Customer Success, Product, and Engineering teams to help deliver a seamless experience for our users.

Key Responsibilities 

• Execute data migrations from various customer sources into our product as part of implementation projects.

• Perform system configurations and environment setup tasks post-deployment (excluding DevOps responsibilities).

• Build product customizations and configurations based on customer requirements (excluding engineering/APEX development).

• Identify and implement temporary workarounds for customer needs while awaiting full engineering solutions.

• Investigate root causes of reported issues to help reduce recurring incidents and improve product stability.

• Create, customize, and deliver reports (e.g., using Nintex DocGen or other tools) to meet customer requirements.

• Manage and execute data imports and updates (e.g., via CSV, Excel, or internal tools) to support ongoing customer needs.

• Respond to support tickets with accurate, timely, and customer-friendly solutions; escalate where appropriate.

• Document technical procedures, recurring solutions, and best practices for both internal and customer-facing use.

• Stay aligned with product and engineering teams to understand upcoming releases or changes impacting customer workflows.

Qualifications

• Bachelor’s degree or equivalent work experience

• Experience in Data Analysis / Data transformation / Data manipulations

• Strong knowledge in Excel/Google Spreadsheets

• Salesforce experience:

• Flows automation;

• Custom Object customizations;

• Dataload standalone application (or dataload.io or Data Import Wizard);

• SOQL;

• Visual Studio Code (DevOps);

• Data migration experience;

• Aviation Industry knowledge base;

• Lease/Contracts/Finance experience;

• AI experience.

What We Offer

• Competitive base salary

• Fully remote work

• Generous time off policy

• Opportunities for professional development and career advancement.

• Dynamic, collaborative, and fast-growing work environment.