Customer Support Manager – Tier 2

Fortive

Customer Support Tier 2 Manager leading a team of 10-20 technical support engineers for SaaS products. Resolving complex customer issues and driving operational excellence across teams.

Posted 5/29/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $76,700 - $128,100 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

This position is also eligible for bonus as part of the total compensation package.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdatabasesapplication serverscloud technologiesAgile developmentrelease processes

Soft Skills

leadershipcommunicationcross-functional collaborationworkload managementprioritization