Customer Support Manager, Tier 2
Fortive
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado, Minnesota, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead and mentor Tier 2 support engineers, ensuring high performance and professional development.
- Manage workload distribution, prioritize escalations, and maintain service-level agreements (SLAs).
- Supervise intake and response for Requests for Assistance (RFAs) from Tier 1 Support.
- Guide the team in troubleshooting complex technical issues involving databases, application servers, and integrated technologies.
- Act as a liaison between Support, Product, and Engineering teams to prioritize issues and influence release planning.
- Drive creation and delivery of training materials for new releases.
- Represent Tier 2 Support in triage meetings, ATCM sessions, and operational readiness activities.
Requirements
- 5+ years of experience in technical support or product support roles within a SaaS or software organization, including 2+ years in a leadership capacity.
- Strong troubleshooting skills across databases, application servers, and cloud technologies.
- Proficiency with support tools (e.g., Jira, Salesforce, Zendesk) and diagnostic utilities.
- Excellent communication, leadership, and cross-functional collaboration skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with Agile development and release processes is a plus.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdatabasesapplication serverscloud technologiesAgile developmentrelease processes
Soft skills
leadershipcommunicationcross-functional collaborationworkload managementprioritization