Customer Support Manager-Tier 2 (Austin, TX)
Core
Lead a team of 10-20 technical support engineers to resolve complex escalated customer issues for multiple SaaS products.
Role type
Senior IC Customer Support Manager (Tier 2)
Builds
Operational excellence in technical support for SaaS products including Maintenance Connection, Meridian, Redeye, TMS, and Vx Field.
Domain
SaaS / Technical Support
Deliverable
client delivery
Required skills
Team leadership and mentorship, workload distribution and SLA management, troubleshooting databases and application servers, cross-functional collaboration with engineering and product teams, Jira ticket management, incident and change management, knowledge base creation and maintenance.
Preferred skills
Agile development and release processes familiarity.
Responsibilities
Lead and mentor Tier 2 support engineers, manage workload distribution and prioritize escalations, oversee on-call coverage for major incidents, supervise intake and response for Requests for Assistance (RFAs), guide troubleshooting of complex technical issues, act as liaison between Support, Product, and Engineering, join strategic customer meetings, oversee Jira ticket management, drive creation of training materials for new releases, ensure Support Knowledge Base accuracy, represent Tier 2 Support in triage meetings and RCA workshops.
Seniority
Senior, hands-on IC with leadership responsibilities
