OurRitual

Manager

• Own the T2 ticket queue and ensure accurate triage, categorization, and prioritization of incoming escalations and bugs.
• Ensure the most critical and high-impact tickets are consistently surfaced, reviewed, and pushed forward.
• Monitor ticket aging, SLA adherence, and escalation paths.
• Establish and enforce standards for ticket quality, reproduction steps, severity, and documentation.
• Identify trends in tickets to resolve the root cause
• Act as the primary point of contact between T2 Support and Engineering/Product for bug-related issues
• Ensure bugs are logged clearly, with actionable detail, and tracked through to resolution
• Partner with the Head of CS, Product, and Engineering to align on severity definitions, priorities, and timelines
• Follow up on stalled tickets
• Manage, coach, and develop a team of Tier 2 support specialists
• Set clear expectations around ownership, urgency, and accountability
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Identify skill gaps and provide training on triage, investigation, and escalation best practices
• Work in close partnership with the Head of Customer Support to align T2 priorities with broader support strategy
• Provide regular visibility into T2 performance, risks, and critical issues
• Collaborate on process improvements and escalation frameworks
• Serve as a trusted operational partner in driving continuous improvement across the support organization
• Create and refine workflows for escalation handling and bug management
• Analyze trends in T2 tickets to identify systemic issues and opportunities for improvement
• Report on key metrics (e.g., ticket volume, backlog health, time to resolution, bug recurrence)
• Drive continuous improvement across T2 processes

OurRitual

Tier 2 Support Manager

Tier 2 Support Manager