Customer Support Manager – Tier 2

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and mentor Tier 2 support engineers to ensure exceptional performance and foster professional growth.

• Administer the distribution of workloads, prioritize escalations, and uphold service-level agreements (SLAs).

• Oversee the intake and response process for Requests for Assistance (RFAs) submitted by Tier 1 Support.

• Provide guidance to the team in diagnosing intricate technical issues related to databases, application servers, and integrated technologies.

• Serve as a liaison among Support, Product, and Engineering teams to prioritize concerns and shape release planning.

• Spearhead the development and delivery of training materials for new software releases.

• Represent Tier 2 Support in triage meetings, ATCM sessions, and activities related to operational readiness.

⛳️ Requirements

• A minimum of 5 years of experience in technical support or product support roles within a SaaS or software organization, including at least 2 years in a leadership role.

• Strong skills in troubleshooting across databases, application servers, and cloud technologies.

• Proficiency in using support tools (e.g., Jira, Salesforce, Zendesk) and diagnostic utilities.

• Exceptional communication, leadership, and collaboration skills across different functions.

• Capability to manage multiple priorities in a dynamic environment.

• Familiarity with Agile development and release processes is an advantage.

🏝️ Benefits

• This position is also eligible for a bonus as part of the overall compensation package.