OurRitual

Tier 2 Support Manager

OurRitual

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • 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

Requirements

  • 3+ years of experience in customer support, technical support, or operations
  • 2+ years of people management experience
  • Strong background in bug tracking and issue triage (e.g., Jira, Linear, or similar tools)
  • Proven experience prioritizing complex, high-impact issues in fast-moving environments
  • Demonstrated ability to manage competing priorities and push critical work forward.
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
bug trackingissue triageticket managementSLA adherenceperformance metricsprocess improvementescalation frameworksworkflow creationroot cause analysisteam development
Soft Skills
coachingcommunicationaccountabilityprioritizationproblem-solvingcollaborationleadershiptrainingperformance reviewstakeholder management